Sandvik Mining and Rock Solutions is a global leading supplier in equipment and tools, parts, service, and technical solutions for the mining and construction industries. Applications include rock drilling, rock cutting, loading, hauling, tunnelling and quarrying. The focus lies on bringing value to customers through high-performing products that increase productivity and safety as well as to provide services and flexible maintenance programs that extend uptime and cut costs.

General Description:

Responsible for successful Operation support to ensure that Sandvik exceeds the customer expectations and fosters customer loyalty and a positive customer experience to support the achievement of sales target in the selected regions.

The Customer service Manager will start promoting Customer Service and Pro-Active selling for ALL Portfolios – Rebuilds, Digitalization, Service Contracts, VMI’s, etc. The current setup is limited to firefighting instead of building relationships and increasing sales.

He will focus on increasing revenue overall for the P&S Portfolios by aligning our Customer Service Teams to develop long and lasting relationships with our clientele by increasing our solution offerings in both sales and long-term variable contracts.

The Customer Service Managers will be responsible for overseeing teams of P&S Sales Representatives. Duties will include but are not limited to, responding to queries from clients and resolving problems to ensure the customer can focus on their core activity, Mining or Construction. Additional focus points will be the setting of site-specific goals for each customer to promote Personalized Service and Pro-Active Selling by tracking clients individually.

The Customer Service Managers will be responsible for the following:

Main responsibilities:

• Participate in and contribute to the development of the Sales Area aftermarket strategic plan
• Ensure performance management processes are implemented (including talent & succession planning & performance development)
• Assist Operations Manager with new business in responsible areas
• Assist Customers with Component forecasting and Critical parts lists
• Assist with AR per Customer
• Ensure the relevant activities (sales) are executed to increase the aftermarket revenue and customer service
• Ensure parts backlog shared with customer and working together with PSSRs in decreasing parts backlog
• Assist with correct stock and stock levels on hand per region.
• Improve customer service experience, create engaged customers, and facilitate organic growth
• Assisting and supporting day-to-day operations in the customer service department.
• Responding to customer service issues promptly.
• Creating effective customer service procedures, policies, and standards. (Ensure approval from Sandvik legal team)
• Developing customer satisfaction goals and coordinating with the team to meet expectations and agreements on a steady basis.
• Take ownership of customers’ issues and follow problems through to resolution
• Keep accurate records and documentation of customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of the industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities.

Required Competencies

• High-level attention to detail
• Excellent communication skills and ability to communicate at all levels
• Ability to understand strategy, develop and execute plans effectively
• Highly developed interpersonal skills
• Demonstrated ability to lead, manage and develop a high performing and diverse team
• Ability to coach and mentor employees to achieve goals
• Highly developed time management and organisational skills
• Strong negotiation and problem-solving skills to influence internal stakeholders and customers
• Strong health and safety culture
• Ability to drive change
• Strong customer focus
• Flexible, self-motivated with demonstrated initiative and strong sense of accountability
• High level of professionalism, honesty and integrity
• Ability to analyse and interpret statistical data
• Superior customer relations skills
• Financial and commercial acumen – interpreting financial and business documents and results
• IR/ER understanding

Minimum Skills and Qualifications:

• Relevant Business Degree/Diploma
• Office Suite Literacy
• Minimum 5 years’ experience in Sales, Technical on both Surface and Underground equipment.
• Mining or Construction Industry knowledge (advantageous)
• English proficiency
• Will be required to travel

How to apply

Please apply online through Sandvik website www.home.sandvik/en/careers

Applications close: 16 August 2023

Please note that should you not receive any response from us within 14 days, your application has been unsuccessful; we however thank you for your interest in our company.

Please note that, in Line with our EE Plan, HDSA (Historically disadvantaged South African) candidates will be given first preference.

Please note that you must be physically and medically fit to work in a mining environment including meeting all customer vaccination requirements. Attach vaccination certificate to application.

We offer an interesting role in an international business environment as well as opportunities for professional development. At Sandvik, we believe that diversity of experience, perspective and background will lead to a better environment for our employees, our business and, thereby, our customers