Customer Sales & Support Representative - Sandvik

Key performance areas

• Answer calls within the prescribed service level and assist customer with product information, resolve their queries in alignment with Sandvik processes and procedures.

• Actively promote or sell parts and service to support customers with their needs including cold calling activity for customer retention and market share growth.

• Identify and follow up on sales opportunities or leads to convert quotations into sales and liaise with stakeholders to support customers with their needs.

• Process customer orders timeously, expedite and follow through up to delivery.

• Maintain high level of proactive call and follow up activity and produce high level of output to reach sales targets.

• Provide backorder reports to customers and resolve system or order issues as and when picked to allow customer to plan production and maintenance ahead.

• Report and escalates customer criticality 1 orders/enquiries to logistics and technical solutions providers and keep customer informed of progress.

Profile Required

• Matric / equivalent qualification (NQF Level 4)

• Computer literacy – Must have skills in word processing MSWord, Excel.

• Language – must be able to speak, read and write English to be able to communicate effectively with clients and other relevant stakeholders and to undertake self-initiated correspondence.

• Knowledge of the processes, tools and techniques for selling goods and services over electronic channels

• Excellent written and verbal communication skills both face to face and electronic 

Competencies Required

• Demonstrate understanding and knowledge of tools and processes for selling over the phone.

• High level of professionalism, honesty and integrity

• Careful listening skills

• Negotiation skills to influence internal stakeholders and customers

• Ability to organize, prioritize and complete multiple tasks under tight time constraints, in a high-volume environment.

• Good time management, prioritizing and organizing skills.

• Flexible, self-motivated with demonstrated initiative and independence.

• Positively embrace change and adapt to different/new systems and processes

• Be able to troubleshoot, identify and initiate solutions.

• Be able to work shifts/ standby as operationally required