Customer Systems Resolution Specialist

Description du poste:

Execute all tasks and activities related to the following operational areas and processes a service mindset to fulfill customers' needs:
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e-Commerce including EDI, Punch Out or e-catalogs
* Responsible for e-Commerce implementation activities: Coordinating the work with involved stakeholders such as Customers and IT, gathering both business- and technical requirements and performing acceptance testing of the implemented solution.
* Acting as the contact person for implemented e-Commerce solutions, providing support and taking corrective actions when needed.
* Share best practices and competences in order to support, educate and advise 1st line Support, Frontline sales in promoting Coromant´s e-Commerce offer.
* Coordinate with Global ERP organization and/or IT in case of critical problem
* Support and push activities to increase electronic order levels and proper usage
* Manage requests for product data used by Distributors Webshops and "Catalogue Houses" including dimensional, technical and visual images as well as creating and maintaining the Sandvik Coromant e-Catalogue within our Distributor's Webshop solutions.
* Improve knowledge, awareness and understanding of online and mobility needs of the customers and provide proper support applying existing solutions

Web
* Manage support requests for Sandvik Coromant's web solutions
* Provide feedback to global marketing web team on system / functionality issues or areas of improvement

Customer Master
* Manage support requests for customer master updates or changes in both the ERP and CRM platforms

CRM
* Acting as a key user, managing support requests related to Dynamics CRM usage questions (not IT issues). Including connections to Contact Center, Productivity Analyzer and Customer Value File.
* Provide feedback to global CRM team on system / functionality issues or areas of improvement

Sandvik Coromant Ambassador
* Act and communicate as Sandvik Coromant brand ambassador with customers according to defined Code of Conduct, Values and Principles
* Participates in implementation of improvements made by the company.
* Follows Internal Rules Regulations, in due time provides and correctly processes internal documents determined by the company.
* Constantly improves knowledge of the Sandvik Coromant Offer and quality of production, new tools and technologies.
* Constantly increases the level of the professional development through the training arranged by the company, and also independently.
* Carries out other requests of the company management concerning activity of the company.

Competencies are a group of behaviors that encompass knowledge, skills, abilities and personal characteristics that, together, drive performance.
* Excellent coordination skills
* Excellent written and verbal English communication skills - must be proficient
* Excellent computer skills including knowledge of Microsoft Office applications
* Customer service soft skills
* Excellent organization and time management skill
* Good IT skills (Office 365, SAP, Outlook, Case Management)
* Strong interpersonal skills
* Proactive approach
* Good relational abilities to collect relevant information from different stakeholders
* Analysis capabilities to improve efficiency & performance of the process
* Strong problem-solving mindset
* Abilities to plan and work in a structured and organized manner
* Capable of working in a demanding environment