Customer Service Representative
2 months ago
Key Performance Areas- 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 or contract pricing and modified tools.-
- Consistently communicate with internal sales personnel as well as the Customer Service Manager regarding any customer sensitive issues.- Meet established departmental KPI’s- Support AR by investigating disputed payments and process credit memos as needed.- 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.- Perform other duties as assigned.
The Customer Service Representative is an organized and enthusiastic self-starter who enjoys working for a company that promotes a collaborative team environment. You are adept at cultivating productive relationships with distributors and can become the “go-to” person for their metal-cutting tool needs. Multitasking is part of who you are, and you take deadlines seriously. You are cooperative, responsible, and relationship-oriented, and you are looking for a career in which strong performance is rewarded, and opportunities for growth exist
You possess an Bachelor’s Degree or equivalent manufacturing industry experience with 3-5 years of customer service experience. Product knowledge and industry experience with metal cutting tools is a plus but not required. You are highly proficient in the Microsoft Office suite and experienced with ERP systems with the ability to multitask. Experience with SAP is also a plus.
You have strong oral and written communication skills in Japanese (N1) & English. You are continuously looking to develop new ways to improve upon current practices, while always maintaining strong relationships with both colleagues and customers. You are a team player, comfortable working in a global team environment and interacting with stakeholders of all levels across the globe.
Job Environment- Work performed in an office or home environment.- Extended periods of time sitting or standing using a computer- Frequent mental and visual attention required.- Must adhere to Sandvik Code of Conduct Policy
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