Customer Service Representative

The Role

Dormer Pramet is a global manufacturer and supplier of tools to the metal cutting industry, with offices in 20 countries worldwide. During our long history we have built a reputation for providing consistently high quality products and customer-driven services. 

For our new market in Asia, we are looking for the Customer Service Representative. This role is responsible for providing quality and efficient customer service to distributors by responding to phone or e-mail requests.  This will involve answering and assessing all customer inquiries, processing sales orders, and responding to all customer issues. Our ideal Customer Service Representatives are enthusiastic, proactive, team-oriented and dedicated to fulfilling our customers' needs promptly and courteously.

Reports to

Customer Service Manager

Key Performance Areas

• Provide quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
• Primary contact for external & internal customers to process, enter, maintain, and provide status of all standard and special orders.
• Quote all established standard or contract pricing and modified tools.
• Provide basic technical support and recommend products for customer applications.
• Consistently communicate with internal sales personnel as well as the Customer Service Manager regarding any customer sensitive issues.
• Meet established departmental KPI's
• Support AR by investigating disputed payments and process credit memos as needed.
• Resolve quote or purchase order discrepancies for all customer orders.
• Process routine returns, quality returns and annual stock returns.
• Monitor one or more Key Accounts; proactive notification of late orders, issuing credits and/or RMA's, filing customer complaints, track shipments, run open order reports as needed.
• Respond promptly to customer needs; solicit customer feedback to improve service, manage difficult or emotional customer situations.
• Maintain departmental processes in accordance with other affected facilities and departments.
• Attend in-house and/or outside training classes to enhance and upgrade skills as required.
• Perform other duties as assigned.

Candidate Profile

The Customer Service Representative is an organized and enthusiastic self-starter who enjoys working for a company that promotes a collaborative team environment.  You are adept at cultivating productive relationships with distributors and can become the "go-to" person for their metal-cutting tool needs.  Multitasking is part of who you are, and you take deadlines seriously.  You are cooperative, responsible, and relationship-oriented, and you are looking for a career in which strong performance is rewarded, and opportunities for growth exist

You possess an Bachelor's Degree or equivalent manufacturing industry experience with 3-5 years of customer service experience.   Product knowledge and industry experience with metal cutting tools is a plus but not required. You are highly proficient in the Microsoft Office suite and experienced with ERP systems with the ability to multitask.  Experience with SAP is also a plus.    

You have strong oral and written communication skills in English. You are continuously looking to develop new ways to improve upon current practices, while always maintaining strong relationships with both colleagues and customers.  You are a team player, comfortable working in a global team environment and interacting with stakeholders of all levels across the globe.

Job Environment

• Work performed in an office or home environment.
• Extended periods of time sitting or standing using a computer
• Frequent mental and visual attention required.
• Must adhere to Sandvik Code of Conduct Policy