Customer Service Representative, Ground Support, White Pine, TN

Sandvik•White Pine, TN

2d•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 3 days in the office. The company emphasizes its strong R&D, premium products, and commitment to automation, digitalization, electrification, and sustainability. They are looking for motivated, forward-thinking individuals to join their inclusive learning culture. Sandvik offers competitive wages, benefits, and opportunities for professional development and career growth within a diverse, collaborative, and globally connected organization. The Ground Support business area focuses on safety and efficiency in the mining and tunneling industry, offering a comprehensive product portfolio and developing new technologies to improve project safety and efficiency.

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

Manage the order process with customers, focusing on underground support for ore extraction.
Answer incoming calls from Sales Reps/Customers, address questions, and involve internal stakeholders for technical and commercial support.
Process sales orders received through various channels (phone, email, etc.).
Communicate with Production Units or external vendors for quotes and lead times upon receiving Sales Rep requests.
Assess customer inquiries and involve appropriate support teams for technical questions to provide timely feedback.
Open and track cases in Salesforce for all incoming quote requests.
Assist in the systemic set-up of new item codes.
Prepare quotes in Sandvik Operating Systems based on vendor quotes.
Take ownership of customer issues and ensure commitments are met.
Convert quotes to orders upon receipt of customer purchase orders.
Proactively inform customers of any changes to order status, backlog issues, or other relevant matters.
Advise supervisor of customer concerns and solicit support when needed.
Send customer freight charges for approval prior to shipment.
Create customer invoices upon shipment of goods.
Utilize provided tools and resources (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 a working knowledge of products and their functions for their respective customer group.