Sales Support Specialist

Sales Support Specialist

Coordinate an online technical support which supports the sales organization. Administrate support cases log and follow up. Diagnoses and resolves issues. Research questions using available information resources. Troubleshoot problems and advise on the appropriate action. Identify and escalate situations requiring urgent attention. Redirect problems to correct resource.

Job Purpose: Provide process and systems support to the CSC team to ensure knowledge and skills are at the expected levels to support the increase of eBusiness order lines and improve sales efficiency and customer satisfaction

Main Responsibilities

• Provide process and system support for Aurora, eBusiness, Salesforce, etc.
• Execute training and implement updates in systems and applications.
• Liaise with IT and systems teams on updates and training.
• Identify improvement opportunities in processes and systems.
• Set up and administer eBiz program users.
• Provide first-line support for sales team and customers.
• Manage technical/systems onboarding for new customers.
• Configure customer needs to match appropriate eBusiness packages.
• Maintain data integrity in eBusiness systems.
• Identify and resolve eBiz errors.
• Liaise with logistics, sales, pricing, and others to identify patterns.
• Execute reports and analytical insights to support CSC improvements.
• Regularly review KPI's and ensure corrective actions are taken where required
• Ensures proper on-boarding of new personnel in accordance with Sandvik procedures
• Ensure effective resource planning & management
• Ensure CSC processes and global guidelines are followed

Experience

• 4-7 years of experience in a related field
• 3 - 5 years Sales experience, preferably internal sales
• Systems & applications experience.

Education

• University (College) Degree or Diploma in a commercial field or relevant experience
• Systems/Applications training
• Senior Certificate or relevant equivalent (desired).

Other

• Ability to work flexible hours
• Ability and availability to travel domestically and/or internationally as required

Competencies

• High-level attention to detail
• Excellent communication skills and ability to communicate at all levels
• Ability to look, listen for, and communicate opportunities for providing new or enhanced services to customers
• Good interpersonal skills
• Competent at applying the Sandvik performance management processes
• Demonstrated ability to lead, manage and develop a high performing and diverse team
• Ability to coach and mentor employees to achieve goals
• Good planning, scheduling and organization skills
• Ability to analyze situations fully and accurately and reach productive decisions.
• Strong negotiation and problem-solving skills to influence internal stakeholders and customers
• Strong health and safety culture
• Ability to adapt to and manage change
• Strong customer focus
• Flexible, self-motivated with demonstrated initiative and strong sense of accountability
• High level of professionalism, honesty, and integrity
• Ability to understand and manage data and work in relevant systems
• Ability to manage conflict in a contact center environment
• Understanding of employee relations

In addition, the employee may be assigned other duties within the area of their competence

Benefits

Sandvik offers a comprehensive total compensation package including a competitive benefits package of health, dental and disability insurance, and a 401(k)-retirement savings plan. In addition, we provide opportunities for professional competence development and training, as well as opportunities for career advancement