Customer Support Representative

Customer Support Representative

Sandvik Mining is looking for a Customer Support Representative in Elko, NV. Sandvik has a strong platform based on our world-class R&D capabilities, and premium, high-tech products. We are at the forefront of automation, digitalization and electrification, and sustainability is an integral part of how we do business. We seek bright, curious, and forward-thinking multi-cultural team members who are motivated by serving customers and employees, in future proofing business and thrive in an inclusive learning culture. We offer competitive wages and benefits, strong support for learning and professional development, and opportunities to grow a successful, rewarding career in a diverse, collaborative, and globally connected organization that values innovation, fairness, and long-term impact.

Business area Mining is a global leading supplier of equipment and tools, parts, service, digital solutions and sustainability-driving technologies for the mining and construction industries. Applications include rock drilling, rock cutting, loading and hauling, tunneling and quarrying.

The Customer Support Rep will be a hybrid role requiring 3 days in office in Elko, NV.

Key Responsibilities:

• Answer designated inbound calls from external customers and process sales orders received by phone
• Assess customer inquiries and route to the appropriate individual or department
• Take ownership of customer issues and ensure commitments are met accurately and on time
• Expedite urgent orders to meet critical customer delivery needs
• Escalate customer concerns to supervisors and collaborate on resolution when required
• Proactively inform customers of order status changes, backlog issues, and delivery updates
• Utilize available tools and resources (allocation, stock availability, job prioritization) to fulfill customer requirements
• Partner with the Expeditor to ensure accuracy of customer backorder information
• Stay current on industry developments, competitive offerings, and market conditions affecting customers
• Build working knowledge of Sandvik products and their applications for assigned customer groups

Minimum Qualifications:

• Associate degree or equivalent experience required
• 2–5 years of experience in customer service, inside sales, or order management
• Proficiency in Microsoft Office, particularly Excel and Windows-based applications
• Ability to learn and effectively use customer service and order management systems
• Strong sense of personal accountability with excellent follow-through and attention to detail
• Professional, cooperative, and relationship-oriented communication style
• Demonstrated tact, discretion, and diplomacy when working with customers and internal partners

Preferred qualifications:

• Experience with CRM software
• Success with customer-focused roles
• Strong written and verbal communication skills
• Strong time management and organizational skills

Location: Elko, NV

Travel Requirements / shift / hours: Generally 8 a.m. to 5 p.m. with one week "on call" (work from home) on a rotating basis. This shift is overnight, from home, emergency on-call once every 10 weeks (approximately).

Compensation Range: $65,000.00 annually

Work Environment & Physical Requirements:

• Office-based customer support environment
• Extended periods of phone and computer use
• Occasional lifting of light materials (up to 20 lbs)

Work authorization:

Must have the legal right to work in the United States on an indefinite basis without employer sponsorship. (Please note: temporary work authorizations, including OPT, do not meet this requirement.)

This position will be posted a minimum of 5 days, or until filled.

Benefits:

Sandvik offers a comprehensive total compensation package, including a competitive benefits package of health, dental, and disability insurance with a robust 401(k) retirement plan — 5% annual company contribution plus 50% match on the first 6% of employee contributions. We also provide opportunities for professional competence development, training, and career advancement.