Sales and product service Published: Customer Service Representative, Ground

Customer Service Representative, Ground Support, White Pine, TN

Sandvik Ground Support is looking for a Customer Service Representative in White Pine, TN.

Sandvik has a strong platform based on our world-class R&D capabilities, and premium, high-tech products. We are at the forefront of automation, digitalization and electrification, and sustainability is an integral part of how we do business.
We seek bright, curious, and forward-thinking multi-cultural team members who are motivated by serving customers and employees, in future proofing business and thrive in an inclusive learning culture. We offer competitive wages and benefits
, strong support for learning and professional development
, and opportunities to grow a successful, rewarding career in a diverse, collaborative, and globally connected organization that values innovation, fairness, and long‑term impact.

Business area Ground Support products and services prioritize safety and efficiency, supported by a resilient global supply chain and a team of experienced specialists. As a major supplier of ground control solutions for the mining and tunneling industry, we offer a comprehensive product portfolio including bolts and cables, mesh, chemicals and grouts, and hold a strong market position. We are committed to ongoing development of new technologies aimed at improving project safety and efficiency.

This Customer Service Rep will be a hybrid role requiring at least 3 days in office in White Pine, TN.

Key Responsibilities:

We deliver a complete range of ground support services to maximize the safety, reliability, and performance of your mining operations. This role is focused on underground support for ore extraction. You will manage the order process with our customers.

Responsibilities include:

• 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.
• Assess 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.
• Assist in systemic set-up 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.
• Convert quotes to orders when customer purchase order is received.
• Proactively inform customer of any changes to order status, backlog issues, or other relevant matters.
• 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.

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:

• Associate degree, 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

Location:

White Pine, TN

Travel Requirements / shift / hours:

Compensation Range:
Expected…