Customer Systems Resolution Specialist

Execute all tasks and activities related to the following operational areas and processes a service mindset to fulfill customers’ needs:

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e-Commerce including EDI, Punch Out or e-catalogs

Responsible for e-Commerce implementation activities: Coordinating the work with involved stakeholders such as Customers and IT, gathering both business- and technical requirements and performing acceptance testing of the implemented solution.

Acting as the contact person for implemented e-Commerce solutions, providing support and taking corrective actions when needed.

Share best practices and competences in order to support, educate and advise 1st line Support, Frontline sales in promoting Coromant´s e-Commerce offer.

Coordinate with Global ERP organization and/or IT in case of critical problem

Support and push activities to increase electronic order levels and proper usage

Manage requests for product data used by Distributors Webshops and “Catalogue Houses” including dimensional, technical and visual images as well as creating and maintaining the Sandvik Coromant e-Catalogue within our Distributor's Webshop solutions.

Improve knowledge, awareness and understanding of online and mobility needs of the customers and provide proper support applying existing solutions

Web

Manage support requests for Sandvik Coromant’s web solutions

Provide feedback to global marketing web team on system / functionality issues or areas of improvement

Customer Master

Manage support requests for customer master updates or changes in both the ERP and CRM platforms

CRM

Acting as a key user, managing support requests related to Dynamics CRM usage questions

(not IT issues)

. Including connections to Contact Center, Productivity Analyzer and Customer Value File.

Provide feedback to global CRM team on system / functionality issues or areas of improvement

Sandvik Coromant Ambassador

Act and communicate as Sandvik Coromant brand ambassador with customers according to defined Code of Conduct, Values and Principles

Participates in implementation of improvements made by the company.

Follows Internal Rules Regulations, in due time provides and correctly processes internal documents determined by the company.

Constantly improves knowledge of the Sandvik Coromant Offer and quality of production, new tools and technologies.

Constantly increases the level of the professional development through the training arranged by the company, and also independently.

Carries out other requests of the company management concerning activity of the company.

Competencies are a group of behaviors that encompass knowledge, skills, abilities and personal characteristics that, together, drive performance.

Excellent coordination skills

Excellent written and verbal English communication skills – must be proficient

Excellent computer skills including knowledge of Microsoft Office applications

Customer service soft skills

Excellent organization and time management skill

Good IT skills (Office 365, SAP, Outlook, Case Management)

Strong interpersonal skills

Proactive approach

Good relational abilities to collect relevant information from different stakeholders

Analysis capabilities to improve efficiency & performance of the process

Strong problem-solving mindset

Abilities to plan and work in a structured and organized manner

Capable of working in a demanding environment