Customer Service Representative

Sandvik Mining Rock Tools is a global leader in equipment, tools, parts, service, digital solutions, and sustainability-driving technologies for the mining and construction industries. Applications include rock drilling, rock cutting, loading and hauling, tunneling, and quarrying. We seek bright, curious, and forward-thinking team members who are motivated by serving customers and thrive in an inclusive learning culture.

About the role

The Customer Sales & Support Representative delivers a high level of service to customers, distributors, and internal stakeholders by managing inbound sales inquiries, processing orders, and resolving customer issues efficiently and professionally. This role strengthens customer relationships, ensures order accuracy, and supports Sandvik’s commitment to service excellence. The position is hybrid, requiring at least 3 days in office in downtown Denver, CO.

Responsibilities

• Answer designated inbound calls from external customers and process sales orders received by phone
• Assess customer inquiries and route to the appropriate individual or department
• Take ownership of customer issues and ensure commitments are met accurately and on time
• Expedite urgent orders to meet critical customer delivery needs
• Escalate customer concerns to supervisors and collaborate on resolution when required
• Proactively inform customers of order status changes, backlog issues, and delivery updates
• Identify inefficiencies in processes and recommend improvements
• Support continuous improvement initiatives and cross-functional projects
• Ensure adherence to company policies, financial controls, and regulatory requirements
• Maintain data accuracy and integrity across all systems

Performance Metrics

• Order accuracy rate
• Customer response and resolution time (SLA adherence)
• On-time delivery support performance
• Customer satisfaction (CSAT)
• Data accuracy and system integrity

Requirements

• 2-5 years experience in customer service, or a mixture of Associates degree + 2 years experience
• Proficiency in MS Office (Excel, Word, Outlook)
• Experience with ERP system and/or CRM system (Salesforce or other)
• Ability to navigate multiple different computer systems and comfort with learning new programs
• Proficiency in Power BI (preferred)
• Must have the legal right to work in the United States on an indefinite basis without employer sponsorship (temporary work authorizations, including OPT, do not meet this requirement)

Schedule

• Work hours: 9:00 a.m. to 5:00 p.m., MST
• Occasional travel to other sites for training or meetings

Pay

Compensation range: $55,000 to $66,000

Benefits

• Comprehensive total compensation package
• Competitive benefits package including health, dental, and disability insurance
• Outstanding 401(k) retirement savings plan
• Opportunities for professional competence development, training, and career advancement