Job Description:

Manage Post OTD requests – complaints, recycling, repairs, reconditioning and other return requests using CRM Case managementIssue replacement orders (end customers) or issue credits (channel partners) per Sales instructionIssue RMA’s for receiving back nonconforming (NC) productRoute / assign product for complaint investigation or process handling.Maintain QC and Repairs tracking logsMaintain communication with customers, channels, sales and internal groups to facilitate investigation and corrections.Issue final responses on claims investigations, including branded CAR reporting as neededQuotation of repair services with repair units and final branded quotation for sales price & lead time.Issue RMA’s for receiving back product for repair services.Receive repair service products and manage shipping activities (customs docs) to repair units.Maintain communication, status reporting and escalations using CRM case management as defined to support our customers’ needs for post OTD services.Manages financial corrections for credit and debit flowsIssues invoices for services, inventory, corrections.Handle workflow with external suppliers for investigation of complaints on alien supplied items and maintain records within the established SCAR process.

Sandvik Coromant Ambassador:

Act and communicate as Sandvik Coromant brand ambassador with customers according to defined Code of Conduct, Values and Principles Participates in implementation of improvements made by the company.Follows Internal Rules Regulations, in due time provides and correctly processes internal documents determined by the company. Constantly improves knowledge of the Sandvik Coromant Offer and quality of production, new tools and technologies.Constantly increases the level of the professional development through the training arranged by the company, and independently.Carries out other requests of the company management concerning activity of the company.

Competences required:

Excellent computer skills including knowledge of Microsoft Office applicationsCustomer service soft skillsExcellent organization and time management skillExcellent written and verbal English communication skills – must be proficientLogistic & stock management knowledgeAfter sales / Logistics knowledgeGood IT skills (Office 365, SAP is a plus Outlook, Case Management)Strong interpersonal skillsProactive approachGood relational abilities to collect relevant information from different stakeholdersAnalysis capabilities to improve efficiency & performance of the processProblem solving mindsetAbilities to plan and work in a structured and organized mannerCapable of working in a demanding environment