Customer Service Representative, Ground Support, White Pine, TN

Key Responsibilities

• Answer incoming calls from Sales Reps/Customers, answer questions and/or involve internal stakeholders for support on technical & commercial matters.
• Answer and process sales orders coming in through various channels (e.g., phone, email and other customer interfaces).
• Upon receipt of Sales Rep requests for quotes, communicate to appropriate Production Units or external vendors for quote & lead time.
• Audit customer inquiries and involve appropriate support teams on technical questions to provide feedback to customers in a timely manner.
• Open and track cases in Salesforce for all incoming quote requests.
• Aid in the systematic setup of new item codes as necessary.
• Prepare quotes in Sandvik Operating Systems for customers based on vendor quotes received.
• Take ownership of customer issues and ensure commitments are met as promised.
• Advise supervisor of customer concerns and solicit support where needed.
• Send customer freight charges for approval prior to shipment.
• Create customer invoices upon shipment of goods.
• Utilize tools and resources provided (sourcing allocation, stock) to satisfy customer requirements.
• Prepare monthly reports as requested.
• Stay current on industry developments, competitive offerings and issues affecting sales and customers.
• Develop working knowledge of products and their functions for their respective customer group.

General

• Utilize tools and resources provided (sourcing allocation, stock) to satisfy customer requirements.
• Prepare monthly reports as requested.
• Stay current on industry developments, competitive offerings and issues affecting sales and customers.
• Develop working knowledge of products and their functions for their respective customer group.

Minimum Qualifications

• Ace or 2 years equivalent related experience
• 2-5 years of relevant customer service experience
• Experience with the Microsoft Office suite, specifically Excel and the Windows environment
• Experience with Customer Relationship Management tools (e.g., Salesforce)

Preferred qualifications

• Strong customer service focus and skills
• High degree of personal accountability and follow-up skills
• Strong communications skills – written, verbal, listening
• Ability to work as part of a virtual team
• Computer proficiency
• Flexible, self-motivated with demonstrated initiative
• Familiarity with productivity tools (Microsoft 365, Google Workspace, or similar)
• Exposure to or interest in AI tools (e.g., Microsoft Copilot)
• Strong organizational skills with attention to detail