Regional Customer Support Supervisor

Sandvik•Elko, NV

About The Position

Sandvik Mining has an opening for a Regional Customer Support Supervisor. The Regional Customer Support Supervisor will plan, direct, and monitor the activities of a sales support team within a specified geography, product line, or market segment to achieve established sales targets. Lead and mentor a team of Customer Sales & Support Representatives (CSSRs) to provide industry-leading sales support that exceeds customer expectations, builds customer loyalty, and delivers a consistently positive customer experience in support of Sandvik Mining’s commercial objectives.

Requirements

Bachelor’s degree in Business, Sales, Supply Chain, or a related field preferred; equivalent experience considered
5+ years of experience in customer service, inside sales, or commercial operations in an industrial or mining environment
Demonstrated experience leading, coaching, and developing teams
Strong understanding of sales support, order management, and customer service operations
Experience working with ERP and CRM systems
Proven ability to drive performance, accountability, and continuous improvement
People leadership and team development
Customer-focused mindset
Commercial and operational acumen
Clear, professional communication
Coaching, accountability, and performance management
Process improvement and problem solving
Cross-functional collaboration

Responsibilities

Environment, Health and Safety (EHS)
Build and sustain a strong Sandvik Environment, Health and Safety culture across the workplace
Act in accordance with Sandvik’s EHS Vision to achieve Zero Harm to people, the environment, customers, and suppliers
Take reasonable care for personal health and safety and ensure actions do not adversely impact others
Comply with all Sandvik EHS policies, procedures, and safe work practices
Identify and immediately report unsafe behaviors, hazards, and incidents
Interpret and present EHS leading and lagging indicator data with the team on a monthly basis
Review EHS reporting for sites regularly and ensure accurate compliance within the EHS360 system
Stay current on industry developments, competitive offerings, and issues affecting sales and customers; communicate insights to relevant stakeholders
Maintain working knowledge of products and their functions for assigned customer groups
Identify new business opportunities with key customers to support growth
Identify process improvement opportunities and recommend corrective actions
Build and maintain strong working relationships with customers and internal stakeholders
Fully support the Order-to-Cash cycle and lead demonstrable improvement actions
Proactively support management in driving cultural alignment with Sandvik Core Values, models, and policies
Hold regular review meetings with team members and key stakeholders
Visit customers as required
Provide leadership with regular status reports on activities, opportunity development, and overall customer satisfaction
Participate in key stakeholder activities including price reviews, budget preparation, tender development, account planning, and sales meetings
Lead, monitor, mentor, coach, and develop the CSSR team to ensure achievement of role responsibilities and KPIs
Ensure performance management processes are followed, including target setting and development planning for all team members
Review KPIs regularly and ensure corrective actions are implemented when required
Ensure proper onboarding of new team members in accordance with Sandvik procedures
Ensure effective resource planning and workforce management
Ensure Customer Service Center (CSC) processes and global guidelines are consistently followed
Perform other related duties as assigned