Customer Service/Inside Sales Representative

Role Overview

• Serve as the first point of contact for customer inquiries, ensuring timely, accurate responses.
• Build strong customer relationships as part of the sales and account team.
• Assess customer needs and route complex issues to the appropriate internal resources.
• Take ownership of customer concerns and ensure commitments are fulfilled.
• Proactively communicate order updates, backlog issues, and other relevant information.
• Process sales orders via phone, email, and E‑business platforms.
• Manage urgent and expedited orders to meet customer delivery timelines.
• Support aftermarket sales activities, including quoting, supplier coordination, delivery scheduling, and invoicing.
• Collaborate with Accounts Receivable to support cash collection.
• Initiate proactive outreach to existing customers to identify upsell and cross‑sell opportunities.
• Support Outside Sales with quotations, technical assessments, pricing inputs, and preparation for key account meetings.
• Participate in onsite customer visits and contribute to account growth strategies.
• Develop and maintain product forecasts, demand planning inputs, and sales documentation.
• Provide business intelligence on market trends, competitive activity, and customer behaviors.
• Support continuous improvement of Salesforce usage and digital sales channels.
• Utilize internal tools to fulfill customer requirements.
• Maintain accurate backorder reports and participate in customer review meetings.
• Support Key Account Managers with quotes, availability, forecasting, pricing, and technical requests.
• Coordinate freight quotes, arrange shipments, and obtain proof of delivery.
• Manage container orders and ensure timely delivery and invoicing.
• Prepare monthly CSR reports.
• Assess technical compatibility of components and escalate to technical teams when necessary.
• Build and maintain product knowledge to support consultative customer discussions.
• Demonstrate commitment to Sandvik’s safety‑first culture.
• Maintain up‑to‑date EHS training and comply with PPE and safety protocols.
• Participate in hazard reporting and safety initiatives.
• Work effectively in virtual and in‑office environments.
• Engage actively in team communication and collaboration.
• Participate in weekly virtual and in‑person meetings.
• Contribute to team‑building and a collaborative culture.

Requirements

• Associates Degree, College diploma or equivalent experience
• 2
• 5 years customer service experience
• Strong customer service focus and skills
• High degree of personal accountability and follow-up skills
• Communication and organizational skills
• Ability to work as part of a virtual team
• Mechanical aptitude
• Computer proficiency

Benefits

• life, health, dental, and disability insurance
• paid time off
• paid holidays
• 401(k)-retirement savings plan
• opportunities for professional development and training
• opportunities for career advancement