Customer Service Representative

Customer Service Representative – Aftermarket – Screening Solutions (Sandvik Rock Processing Solutions, Sales Area Africa)

This position provides quality and efficient customer service to internal and external customers, answering phone and e‑mail requests, processing sales orders, and resolving inquiries with enthusiasm and a team‑oriented approach.

• Provide quality customer service, including interacting with customers, answering inquiries, and effectively handling complaints.
• Act as the primary contact for external and internal customers to process, enter, maintain, and provide status of all standard and special orders.
• Quote standard items as requested and provide basic technical support or refer to technical sales support.
• Maintain communication with external sales personnel and managers regarding customer‑sensitive issues.
• Meet departmental KPI targets and resolve discrepancies in quotes or purchase orders.
• Process routine, quality, and annual stock returns, monitor key accounts, notify of late orders, issue credits/RMA’s, and track shipments.
• Run open order reports as needed and solicit customer feedback to improve service.
• Maintain departmental processes in coordination with other sites and departments.
• Attend training to enhance and upgrade skills as required.
• Ensure accurate and timely processing of purchase orders and expedite sales orders with progress feedback.
• Build and maintain relationships with internal stakeholders to enhance customer experience.
• Provide immediate on‑site problem solving and direct customers to appropriate personnel when necessary.
• Manage warranty claims in partnership with the quality department, including investigations, root‑cause analyses, and timely conclusions.
• Perform additional support duties as assigned.

• Grade 12 (Matric) or equivalent business‑related post‑matric qualification.
• Prior experience in a customer‑facing role is highly advantageous.
• Reasonable technical understanding of vibration and/or crushing equipment.
• Strong judgment, problem‑solving, listening, and logical interpretation skills.
• Excellent customer orientation and communication skills (written and verbal).
• Self‑starter with flexibility and the ability to work independently and as part of a team.
• Excellent time management, organizational, and multi‑tasking abilities.
• High attention to detail and accuracy.
• Computer literacy and negotiation/influencing skills.
• Strong commercial reasoning and understanding of health and safety compliance.

• Interesting role in an international business environment with extraordinary products.
• Great colleagues and professional development opportunities.
• Diverse workplace fostering collaboration and innovation.