Customer Service Representative

Benefits

Additional Information

At Rock Processing, we're passionate about development and advanced technology, and we always aim to offer the best possible experience for our customers in a sustainable way. It's a mission that takes commitment, but as an industry leader we aim for nothing but excellence in everything we do. We offer a diverse range of opportunities through our businesses and cross-border networks, enabling you to explore your potential and thrive. We are looking for a motivated and enthusiastic Customer Service Representative to join our Aftermarket - Screening Solutions team. The role will expose the intern to a deadline-driven environment where responsiveness, organization, and the ability to work under pressure are key. Purpose of the role: This role is responsible for providing quality and efficient customer service to customers (internal & external) for Sandvik Rock Processing Solutions business in Sales Area Africa by responding to phone or e-mail requests. This will involve answering and assessing all customer inquiries, processing sales orders, and responding to all customer issues with enthusiasm, proactively and in a team oriented and dedicated manner and ensuring the fulfilment of our customers' needs promptly and courteously The job responsibilities: Provide quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints. Primary contact for external & internal customers to process, enter, maintain, and provide status of all standard and special orders. Quote all established standard items as requested by the customer. Provide basic technical support and recommend products for customer applications or refer to the technical sales support team for further assistance. Consistently communicate with external sales personnel as well as the Customer Service Manager/Aftermarket Manager regarding any customer sensitive issues. Meet established departmental KPI's Resolve quote or purchase order discrepancies for all customer orders. Process routine returns, quality returns and annual stock returns. Monitor one or more Key Accounts; proactive notification of late orders, issuing credits and/or RMA's, filing customer complaints, track shipments, run open order reports as needed. Respond promptly to customer needs; solicit customer feedback to improve service, manage difficult or emotional customer situations. Maintain departmental processes in accordance with other affected facilities and departments Attend in-house and/or outside training classes to enhance and upgrade skills as required. Ensure that customers' purchase orders are processed accurately and timeously. Expediate sales orders and provide progress feedback to customers timeously. Engage and develop relationship with internal stakeholders to ensure best customers' experience. Keep regular contact and build mutual trust and respect with customers, understand, and attend to customer needs. Provide regular customer re-assurance and ensure customers are fully satisfied with Sandvik's equipment, service, and capability. Provide customer with immediate on-site problem solving and solutions where possible or direct them to the correct persons. Warranties Management: Liaise with quality department in the opening and closing of warrantee claims and ensure accuracy of cost allocation. Investigation of claim and submission of a report detailing the findings of the investigation, including a root cause analysis and recommendations for conclusion of the claim. Ensure timeous conclusion of warranty claims. Other support duties that may be assigned. Profile Required Grade 12 (Matric) Business related post matric qualification Experience in a customer facing role or environment would be highly advantageous. Reasonable technical understanding of vibration and/or crushing equipment. Sound judgement and problem-solving ability. Listening and logic interpretation. Strong customer orientation and excellent Customer Service skills. Advanced communication skills (written & verbal). Must be flexible and self-reliant, self-starter. Excellent time management. Sound commercial reasoning. Strong understanding and compliance with Health and Safety in the workplace. Ability to function independently and with responsibility without direct supervision. The ability to make sound decisions related to identified problems without assistance. Follow-through ability to complete tasks. Computer Literacy. Negotiation and influencing skills. High attention to detail and accuracy. The ability to work autonomously and display problem solving skills and adaptability to change. Ability to work in a team environment. Demonstration of organized multi-tasking skills Positive and passionate attitude regarding building strong, effective, long-term relationships with customers, both internal and external. What is in it for you? We offer you an interesting role in an international business environment, extraordinary products, g

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