To act as first point of contact for customers from enquiry to order / cash collection. To work closely with the sales team and support them to achieve sales objectives and improve the sales efficiency and customer satisfaction.
Manage and develop existing business in line with customer segmentation, rules and procedures.
Interfacing with Customers / Frontline Sales
- Handle contacts with frontline sales to collect needs and reroute accordingly
- In case of case escalation, connect to customers according to SLA to communicate 2°line findings and solutions
OTD handling
- Provide prompt response at first touch for enquiries or requests within the scope of contents available in EBP system / MS Dynamics / other available databases
- Provide offers, quotations and stock availability information for standard products (and Tailor Made)
- Handle order entry activities
- Handle order enquiries like amending or fixing errors, cancelling orders, EBP error handling
- Monitor order progress and delivery information
- Secure billing activities covering debit and credit note management, invoicing and invoices issues queries
- Secure delivery and related administration,
managing expedites and handling delivery through shipping providers, handling goods receipts and other needed documentation
- Support and drive Shop Online and e-Commerce solutions by providing assistance and instructions to customers on self-service processes
- Collect complains and reroute to relevant owner (frontline sales, 2° line Support, P&I; Specialists)
- Collect returns and secure administrative tasks to proper handle them
- Handles the non-compliances follow up and the potential client compensations and issues credit notes
- Secure data quality within the systems
Case Management
- Create cases within case management system to keep records as ticket to customer queries, incidents and requests and communicate it according to the processes within the company
- Handling escalation of unresolved customer enquiries to proper function 2° line, Value center or Frontline sales
- Follow up with customers on open cases according to SLA
Sandvik Coromant Ambassador
- Act and communicate as Sandvik Coromant brand ambassador with customers
- Act according to code of conduct and Sandvik Coromant values and principles
📌 Sales Support Associate (Santiago de Querétaro)
🏢 Sandvik
📍 Santiago de Querétaro
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