Customer Service Representative, Ground Support, White Pine, TN

Sandvik•White Pine, TN

4d•$50,000 - $71,000•Hybrid

About The Position

Sandvik Ground Support is seeking a Customer Service Representative for their White Pine, TN location. This role is hybrid, requiring at least three days in the office. The position is focused on underground support for ore extraction and involves managing the order process with customers. Sandvik is a global, high-tech engineering group committed to innovation, fairness, and long-term impact, with a strong emphasis on automation, digitalization, electrification, and sustainability. They offer competitive wages, benefits, and opportunities for professional development within a diverse and collaborative organization.

Requirements

Associate degree, or 2 years equivalent related experience
2-5 years of relevant customer service experience
Experience with the Microsoft Office suite, specifically Excel and the Windows environment
Experience with Customer Relationship Management tools (e.g., Salesforce)
Must have the legal right to work in the United States on an indefinite basis without employer sponsorship.

Nice To Haves

Strong customer service focus and skills
High degree of personal accountability and follow-up skills
Strong communications skills – written, verbal, listening
Ability to work as part of a virtual team
Computer proficiency
Flexible, self-motivated with demonstrated initiative
Familiarity with productivity tools (Microsoft 365, Google Workspace, or similar)
Exposure to or interest in AI tools (e.g., Microsoft Copilot)
Strong organizational skills with attention to detail

Responsibilities

Answer incoming calls from Sales Reps/Customers, answer questions and/or involve internal stakeholders for support on technical & commercial matters.
Answer and process sales orders coming in through various channels (e.g., phone, email and other customer interfaces).
Upon receipt of Sales Rep requests for quotes, communicate to appropriate Production Units or external vendors for quote & lead time.
Assess customer inquiries and involve appropriate support teams on technical questions to provide feedback to customers in a timely manner.
Open and track cases in Salesforce for all incoming quote requests.
Assist in systemic set-up of new item codes as necessary.
Prepare quotes in Sandvik Operating Systems for customers based on vendor quotes received.
Take ownership of customer issues and ensure commitments are met as promised.
Convert quotes to orders when customer purchase order is received.
Proactively inform customer of any changes to order status, backlog issues, or other relevant matters.
Advise supervisor of customer concerns and solicit support where needed.
Send customer freight charges for approval prior to shipment.
Create customer invoices upon shipment of goods.
Utilize tools and resources provided (sourcing allocation, stock) to satisfy customer requirements.
Prepare monthly reports as requested.
Stay current on industry developments, competitive offerings and issues affecting sales and customers.
Develop working knowledge of products and their functions for their respective customer group.