南京招聘

MAIN RESPONSIBILITIES

Responsible for resolving issues escalated up by 1° Line Support, which may require interfacing with Technical Support Specialists and various global process experts during various stages of the order entry and post-sale cycle. Interfacing with Customers communicating findings and resolutions.    

    

• Handle all unresolved customer inquiries escalated via case management by 1° Line Support team   customer complaints and inquiries through client relations lines    

• Work with Sandvik processes with ERP SAP system and all integrated systems and applications
• Initiate contacts with global technical support specialists or global process owners to secure needed resources for issue resolution and reroute case accordingly
• Adhering to established SLA, communicate findings and resolution to customer.    

    

Order Monitoring

• Provide solutions on order issues documented by Sales Support 1° Line Support
• Partner with our Distribution Centers on order fulfillment and re‐allocation of sales orders
• Communicate with 1° Line, Technical Support and global process teams to work towards satisfactory resolution for the customer                

    

Logistics/Expedites

• Proactively follow up all deviations raised by internal monitoring systems and/or escalated logistical concerns to secure promised delivery by taking corrective actions
• Put in place and follow-up specific logistics & administration actions linked to escalated urgencies or orders cancellation

                

Exports

• Administers the efficient and economical movement of products across international borders in accordance with organizational policies and in compliance with relevant local, country and international customs laws and processes.
• Prepares, reviews, approves and maintains files for import/export documents (e.g., customs declarations, a PO (purchase order).
• Ensures that following activities are in place with Subtrade: SED (shipper's export declaration), BOL (bill of lading), AWD (air waybill), IC (import certificate), etc., required for the lawful completion of import/export activities.
• Ensures that commercial and sales invoices are accurate in accordance with physical shipment, quantities, value of goods, country of origin and other regulatory requirements.
• Serves as an import/export liaison for international customers/subsidiaries, distribution, procurement, planning, manufacturing, intercompany finance, regulatory and import/export compliance functions.

REQUIRED COMPETENCIES

Competencies are a group of behaviors that encompass knowledge, skills, abilities and personal characteristics that, together, drive performance.

1. Excellent computer skills including knowledge of Microsoft Office applications
2. Customer service soft skills
3. Excellent organization and time management skill
4. Excellent written and verbal English communication skills – must be proficient
5. Logistic & stock management knowledge
6. Knowledge of Export activities (including legal requirements)
7. After sales / Logistics knowledge
8. Good IT skills (Office 365, SAP, Outlook, Case Management)
9. Strong interpersonal skills
10. Proactive approach

主要职责

负责解决一线的后端问题，通过对接技术支持专家和全球流程专家，在订单进入售后阶段，及时与客户沟通发现问题并提供解决方案    

●处理所有1线未解决的客户咨询及投诉    

●使用SAP系统和所有山特维克的集成系统和应用程序    

●与全球技术支持专家或全球流程所有者保持联系，以确保及时处理并解决问题    

●坚持既定的SLA，给客户提供解决方案

订单监控

●为1线支持提供订单在线解决方案

●与物流配送中心合作，完成订单配送

●与1线、技术支持和全球流程团队沟通，为客户提供满意的解决方案

物流/催货

●及时的订单跟踪，确保交期

●物流及其他信息跟进，处理相应紧急情况，或取消订单等

进出口

●遵守有关地方、国家和国际海关法律和程序，确保跨境贸易顺利进行    

●准备、审查、批准和保存进出口文件(例如报关单、采购订单)    

●确保贸易中相关文件: SED (托运人的出口报关单) . BOL (提单) . AWD (空运单) . IC (进口证书)等,以便合法完成进出口活动    

●确保符合实物装运、数量、货物价值、原产国和其他监管要求    

●负责国际客户/子公司的进出口联络、分销、采购、规划、制造、公司间财务、监管和进出口合规职能

系统内主数据的维护，更新

●创建维护更新客户主数据，供应商，产品以及价格主数据

任职资格

1. 客服所需具备的软技能
2. 优秀的组织和时间管理技能
3. 优秀的书面和口头英语沟通能力-必须熟练
4. 物流和库存管理知识
5. 了解出口活动(包括法律要求)
6. 具备基本的售后/物流知识，具备库管经验更佳
7. 良好的IT技能(Office365，SAP，Outlook，CASE管理)
8. 较强的人际交往能力
9. 积极主动的工作能力
10. 较强分析和解决问题的能力
11. 能够在高要求的环境中工作     

关于山特维克集团：
山特维克是一家高科技工程集团，在相关业务领域占据全球领先地位。山特维克的业务范围遍及全球，并在150多个国家设有代表处。2021年，集团员工总人数达44000人，年销售额超990亿瑞典克朗。

山特维克集团旗下拥有四个业务领域，分别负责各自产品的研发、生产和销售：
山特维克矿山：全球领先的采矿设备和工具、服务和技术解决方案供应商。产品范围包括凿岩、岩石切割、岩石破碎、装载和拖运以及物料搬运设备。
山特维克机械加工：全球市场领先的高级工业金属切割工具和刀具系统制造商。产品主要由硬质合金以及金刚石、立方氮化硼和特殊陶瓷等其它硬质材料制成。旗下品牌包括山特维克可乐满、***、多马、山高等。
山特维克材料科技：全球领先的高级材料、特种合金、金属和陶瓷电阻材等高附加值产品制造商。产品领域涉及钢管、钢带、丝材和加热系统。
山特维克工程机械：为建筑领域的各种业务需求提供解决方案，如地表岩石开采、隧道挖掘、掘进、爆破、道路修建、循环和土木工程等。产品包括岩石工具、钻孔机、破碎机、散料搬运以及破碎筛分设备。

关于山特维克可乐满：
山特维克可乐满成立于1942年，总部位于瑞典，隶属于山特维克集团，是全球金属切削刀具和相关技术的领先者，在全球130多个国家和地区拥有代表机构，在20多个国家建有一流的效率中心，并在6个国家建有应用中心。分布全球的3个中央配送中心，确保准确迅速地将产品送交到客户手中。山特维克可乐满于1985年正式进入中国，经过20多年的探索与发展，山特维克可乐满大中华区的服务网络已经覆盖全国。30多年来，山特维克可乐满始终致力于将世界最领先的金属切削刀具技术与产品以及多年服务于全球众多客户的经验积累与中国制造业客户的实际情况相结合，为中国的机械加工企业提供优质的增值服务，帮助企业提高效率，降低成本。位于上海的效率中心和应用中心以及位于天津、广州、西安的培训中心，可为客户提供全面而形式多样的技术培训和优化刀具解决方案。位于河北廊坊的刀具方案设计中心和订制刀具生产厂可为客户量身设计并制造各类订制刀具。