Customer Service Specialist - Benelux (NE)

Customer Support Specialist – Benelux

Sandvik is a global, high-tech engineering group providing solutions that enhance productivity, profitability and sustainability for the manufacturing, mining and infrastructure industries. We are at the forefront of digitalization and focus on optimizing our customers’ processes. Our world-leading offering includes equipment, tools, services and digital solutions for machining, mining, rock excavation and rock processing. In 2024 the Group had approximately 41,000 employees and revenues of about SEK 123 billion in more than 150 countries.

For our brand, Seco Tools Benelux, we are currently looking for a Customer Support Specialist

PRIMARY AREAS OF RESPONSIBILITY

Interfacing with Frontline Sales / First-line Support / Sales Process

Point of contact for global order escalations, Claim returns, and Sales returns.

Work with Seco processes with ERP M3 system and all integrated systems and applications.

In case of case escalation from first-line support, connect to customers according to SLA to communicate findings and solutions.

Document the deviation in the processes followed in GIST and communicate those to the Quality analyst / GIST expert / Sales Process team.

Order processing, maintenance, and order delivery.

Handle order inquiries like amending or fixing errors, canceling orders, and M3 error handling.

Provide prompt response for inquiries or requests within the scope of contents available in ERP M3 system / CRM / other available databases.

Secure data quality within the systems and adhere to internal control and compliance.

Acting as backup in case of short staffing of first-line support

Deliver on KPIs & targets set to support the strategic direction.

Secure delivery and related administration, managing expedites and handling delivery through shipping providers.

Claim returns, and Sales returns.

Processing the claim return and sales return in ERP M3 and arranging handover to the logistics partner for sending over to DC after the approvals as per the authority matrix of the country.

Export Market

Point of contact for collecting customer inquiries and routing them to internal stakeholders for providing the solution

Secure delivery and related administration, managing expedites and handling delivery through shipping providers, export documentation, county of origin, trade certificates, delivery contract, and other needed documentation.

Case Management

Provide 2°line customer support via our case management solutions and internal Knowledge Base

Route higher level or outside of scope and/or knowledge to global network points of contact using the Case Management process.

Actively use the CRM solution to work within the defined processes, manage customer relations capture leads, and turn them into opportunities when possible.

Troubleshoots, routes, and resolves customer complaints.

Create cases within the case management system to keep records as tickets to customer queries, incidents, and requests and communicate them according to the processes within the company.

Handling escalation of unresolved customer inquiries

Follow up with customers on open cases according to SLA.

In addition, the employee may be assigned other duties within the area of their competence.

Internal stakeholder / Export market- more engaged and customer-facing / Actual end customer – Only transactional order processing, maintenance, and delivery.

REQUIRED COMPETENCIES

Skills/Behaviours

(rated from 1 to 5 scale, whereof 5 is the highest)

High Customer Focus (4-5)

Passion for customer service (4-5)

Flexibility (3-4)

Resilient (3-4)

Proficient in written/verbal English communication skills. Additional proficiency in other languages is valued (3-4)

Be persuasive and have good interpersonal skills (3-4)

Problem Solving (3-4)