Customer Service Ground Support

Sandvik•Sudbury, ON

1d•Hybrid

About The Position

Sandvik Mining is seeking a Customer Service Inside Sales Representative for their Ground Support division. This role acts as a liaison between customers and internal departments, handling product and order-related issues. Responsibilities include processing orders, providing pricing and delivery information, answering shipment inquiries, and ensuring customer satisfaction. The ideal candidate is customer-focused with strong sales and administrative experience and a passion for exceptional service.

Requirements

Minimum 3-5 years of administrative and/or inside sales experience.
Previous sales experience in a B2B or industrial environment.
Strong Excel skills and experience working with AI/digital tools.
Excellent oral and written communication skills in English.
Strong business acumen and customer service focus.
Ability to manage multiple priorities while maintaining a high quality of work.
Strong interpersonal and leadership skills with a positive and enthusiastic attitude.
Ability to maintain diplomacy and tact when handling escalated situations.

Nice To Haves

Degree in Public Relations, Business Administration or a related field preferred.
Mining industry experience or technical background within the mining industry is an asset.
Bilingualism in French is considered an asset.
Knowledge of digital marketing and communications campaigns is considered an asset.
Sales training is considered an asset.

Responsibilities

Maintain strong relationships with existing customers and support Territory Managers with sales activities.
Take ownership of customer issues and ensure commitments are met as promised.
Gather, analyze and communicate sales information to support market opportunities, market penetration strategies and market development metrics.
Create and maintain analytical reporting structures including product success analysis, pricing initiatives, new product launch evaluations and competitor analysis.
Proactively anticipate customer needs, recognize opportunities and refer customers to appropriate staff for product sales or issue resolution.
Communicate daily with Outside Sales Managers to maintain cohesive customer relationships and maximize sales opportunities.
Assist with implementing processes, methods and procedures to ensure consistent and efficient on-time delivery.
Investigate and resolve customer claims or complaints related to deliveries, invoices, billing discrepancies, technical or quality concerns.
Establish, maintain and improve process maps for warehousing service providers.
Streamline operations with warehouse partners to optimize lead times and ensure orders meet Sandvik standards.
Monitor warehouse provider performance, shipment status reporting, tracking activities and file maintenance.
Manage logistics estimates during bid phases or stock location changes.
Ensure the economical, safe and timely movement of products from suppliers to stockrooms.
Complete, direct and monitor transportation and export/import documentation in compliance with regulatory requirements.
Manage transportation claims and insurance matters.
Other duties as assigned.