CUSTOMER SERVICE REPRESENTIVE

Sandvik in Wuxiis seeking for a

Customer Service Representative (10 months contract)

Sandvik Hyperion is a global, full-line provider of innovative cemented carbide, diamond and cubic boron nitride solutions. We enable our customers to improve business performance with effective and wear-resistant tools, applications and components in hard and super-hard materials.

Sandvik Hyperion offers product solutions, unique services and application development expertise to support our customers' competitive needs. Our advanced production and R&D capabilities located in the Americas, Asia and Europe provide for a truly global and fully integrated manufacturing process. Our global extension enables us to provide you with local support.

The position would directly report to SalesManager, Greater China, below please refer to the job description:

Job Purpose:

To ensure delivery of excellent customer service through prompt and accurate processing of orders, communication, and coordination with other departments to resolve inquiries and promote customer loyalty. To support sales unit from enquiry to offer to order, then to the tracking of logistics and cash receipts and to reach the sales target. Supervise Customer Service members to carry out duties in quality standards.

Key performance areas:

· Act as first point of customer contact through, but not limited to phone calls, emails, mailings, fax and face to face for general inquiries such as order intake, pricing, products, scheduling, etc.

· Co-ordinate collection of offer information and deliver customer quotations to external salesperson.

· Immediately enter all customer orders into ERP and confirm orders to customers with terms, pricing and accurate delivery schedules.

· Set up new items and customers in ERP.

· Collaborate with marketing, sales, PUs/BUs to facilitate the process from customer order to ship of products, keeping the customer updated on their individual order.

· Ensure that allocated product is shipped with no credit risks.

· Maintain accurate shipping/logistics details on all orders and continually update customers as needed.

· Maintain accurate customer record including price lists, files and agreement.

· Maintain invoicing routines, consignments, reconciliations and be a part of the collections process.

· Accept and document all returns/claims and follow up with the customer as needed.

· Document all issues in the CRM.

· Obtain and evaluate all relevant information to process and resolve customer inquiries and complaints.

· Collaborate with sales, product specialist, marketing managers, sales managers and manufacturing to improve sales forecasts, availability and to ensure on-time shipments via scheduling, prioritization of processes, etc.

· Interface with freight couriers, freight forwarders and I/E declaration agency.

Your profile:

· Strong team spirit with the ability to navigate a complex organization and execute across multiple functions to achieve positive results.

· Self-starter highly motivated with excellent business-wide communication skills.

· Experience on I/E customs clearance and on supervision of clearance agent.

· Experience with customer order entry of industrial business to business products.

· Proven professionalism with the ability to use discretion and sound business judgment.

· Proficiency in M3, Microsoft Word, Excel, Power Point and Internet required.

· Able to learn Customer Service software applications.

· High attention to detail required.

· Ability to work in a fast-paced environment.

· Good planning and organization skill required.

· Ability to work flexible schedule / extended hours and occasional overtime and business trips.

As a person you are proactive, self-motivated and one with lot of initiative, courage and integrity and a business minded, result oriented attitude. You also have strong communication skills and can work in an English environment.

Contact information:

Read more about Sandvik and apply athttp://www.home.sandvik/en/careers, Job ID: 347396, or contact recruiter directly for any query via cardia.gong@sandvik.com.

Deadline: 31 Oct
Job-ID: 347396

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