Part of global industrial engineering group Sandvik, Sandvik Coromant is manufacturing tools, machining solutions and knowledge that drive industry standards and innovations demanded by the metalworking industry now and into the next industrial era. Educational support, extensive R&D investment and strong customer partnerships ensure the development of machining technologies that change, lead and drive the future of manufacturing.
山特维克可乐满隶属于全球工业集团山特维克，是世界金属切削刀具制造商，同时也是刀具解决方案和专业加工知识的提供者，致力于制定行业标准，不断推出创新技术，在满足金属切削行业当前要求的同时，世界进入工业4.0时代。完善的培训支持、巨大的研发投入以及强大的客户合作关系确保山特维克可乐满的加工技术不断进步，进而改变和推动加工制造业的未来发展。
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.

主要职责：

负责解决1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

•确保商业和销售 发票符合实物装运、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

REQUIRED COMPETENCIES：

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

•Excellent computer skills including knowledge of Microsoft Office applications

•Customer service soft skills

•Excellent organization and time management skill

•Excellent written and verbal Japanese & English communication skills – must be proficient

•Logistic & stock management knowledge

•Knowledge of Export activities (including legal requirements)

•After sales / Logistics knowledge

•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

•Problem solving mindset

•Abilities to plan and work in a structured and organized manner

•Capable of working in a demanding environment

任职要求：

能力是一组包含知识、技能、能力和个人特征的行为，它们共同驱动着绩效

•优秀的计算机技能，包括Microsoft office应用

•客服所需具备的软技能

•优秀的组织和时间管理技能

•优秀的书面和口头日语&英语沟通能力-必须熟练

•物流和库存管理知识

•了解出口活动(包括法律要求)

•具备基本的售后/物流知识，具备库管经验更佳

•良好的IT技能(Office365，SAP，Outlook，CASE管理)

•较强的人际交往能力

•积极主动的工作能力

•较强分析和解决问题的能力

•能够在高要求的环境中工作

•有客户服务经验者优先

其他信息
语言要求：英语、日语
行业要求：全部行业