Customer Account Coordinator - Sandvik Mining and Rock Solutions

Sandvik Mining and Rock Solutions is a business area within the Sandvik Group and a global leading supplier of equipment and tools, parts, services, and technical solutions for the mining and construction industries. The Sandvik Group has approximately 44,000 employees in more than 160 countries.

At Sandvik, we offer you a world of opportunities. Our diverse businesses and global network enable you to explore your potential and thrive. While discussing the best opportunity for you today, we are already thinking ahead to the best opportunity for you tomorrow. So now we challenge you: Think one step further, and then take it!

Our commitment to sustainability is unwavering, and we conduct business responsibly and ethically. Our core values prioritize safety above all else, and we always operate with consideration for the environment and the communities in which we work. Our commitment to integrity and building relationships based on honesty, respect, and trust is paramount

At Sandvik, we recognize that we are strengthened by our diversity. We are committed to providing a work environment in which everyone is included and treated fairly and with respect. We are an Equal Opportunity Employer, and we encourage applications from women and people of all backgrounds.

The Role:

As the Customer Account Coordinator, you will be the first point of contact for our Key Account customers, this position will be the owner of the customer order process, answering and responding to customer issues with a sense of professionalism and accountability. Also, the position will require working with our supply chain planner to assist in proper forecasting and inventory management. This role will be a key member of the sales organization and aim to build long-lasting customer relationships.

Key Responsibility:

• Answer all designated incoming calls from external customers and forward sales orders to the appropriate department for processing.
• Assess customer inquiries and route to the appropriate department or person for assistance
• Assist Parts Sales Team in commercial planning – pricing inventory management and demand planning, and integration of new and existing business
• Take ownership of customer issues and ensure commitments are met as promised- follow through with commitments to provide the highest level of customer service experience
• Grow customer relationships and support the Sandvik business
• Guide the Sandvik organization towards delivering value and results to the customer (know what the customer wants)
• Guide the customer towards the possibilities with Sandvik - make the value proposition known, in general (the value of Sandvik, e.g. innovation R&D, reliability, support, global presence) and specifically (the benefits of specific product/service solutions)
• Proactively propose all SMR's products and services to the customer, as relevant. Know the latest offering.
• Work closely with internal departments to ensure customer issues are resolved and solicit support when / where needed, e.g. sourcing and stock requirements to satisfy customer needs and demands
• Apply value-based pricing (as opposed to cost-plus pricing) to achieve profitable growth
• Prepare offers, negotiate, and finalize agreement with KAM
• Act as an ambassador representing Sandvik; a reference for the customer for opportunities or issues. Escalation. Also, advocate for the customer internally.
• Manage issues and resolution
• Maintain product knowledge and assist in product support and training sessions when needed
• Maintain and use CRM system and other internal and external reporting systems.
• Assist in driving aftermarket sales by working with KAM to develop external programs.

Your Profile:

This position must be an enthusiastic, well-organized, self-starter who enjoys working in a team environment. You must be able to cultivate and establish new customer relationships with those who use our products. You must also show great communication skills and a sense of cooperation and professionalism working with our internal and external business partners. The position will also require you to have the ability to make good business decisions using your judgment when needed.

Required Qualification:

• Minimum of a bachelor’s degree in Engineering, Business Administration, or a related field. Technical background is preferred.
• Minimum 3-5 years of customer service experience/sales or relevant field
• Experience in the industrial goods sector, managing and achieving results
• Proven track record in driving growth, efficiency, and innovation in partnership with client
• Driver’s license
• The position will require some travel within West Africa to visit customer sites
• Expected to be well versed in Microsoft Office suite and ability to quickly adopt digital tools such as CRM or other customer interaction software.

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