Sales and product service

2nd Line Team Leader

MAIN RESPONSIBILITIES

Coordinate and lead operations and activities within the Sales Support Center 2nd line organization.
Responsible and accountable for all 2nd line activities including Standards Quotation, eCommerce support, Logistic, Delivery performance, Complains and Quality, Export administration and Technical Support, harmonizing all 2nd line services to provide an overall premium Customer Experience by securing on time and effective solutions to all relevant escalated cases, according to SLA and KPIs.
Handle all addressed cases in the most efficient way, either to solve them directly according to SLA, or to redirect to Value Center, to Global Operations or to other relevant depts. Whenever the solutions cannot be applicable and managed by 2nd Line Support
Secure and monitor efficiency and effectiveness of all functions to continuously finetune all the activities and processes to seek synergies within the 2nd line org., contributing to review relevant tasks and sizing of each function to align expected results to monitored workload
Change management and organizational development to build solid interconnections between different functions in 2nd line org., and between 2nd line functions and 1st line teams.
Develop team and manage people related administration in line with strategy and company guidelines
stimulate and encourage an environment in which continuous improvement, customer experience and innovation are sought and nurtured, and drive a Self-Service Culture to relevant Department
Ensure each function makes full efficient use of standard IT and global platforms for quotations, orders, quality and services which includes EBP, CRM, TIBP, B2B, mobility etc to serve customers
Drive, communicate and follow up on local KPI’s aligned with Sales Support Center objectives and Global Operations target
Participate and attend Sales Support Center meetings as and when required
Annually manage the Performance Development Review (PDR) process for direct reports (manage high / low performers, succession planning for key positions)
Establish APP targets for all direct reports (in line with Operations guidelines)
Proactively drive a Sandvik Safety First culture in all business dealings
Proactively drive and apply Sandvik core values in all business and personal dealings

REQUIRED COMPETENCIES

Good understanding of customer needs
Solid skills and understanding of business processes, quality, logistics, specials tools and IT.
Good knowledge of the total Coromant offer including Services
Ability to work in a Matrix organization set up
Ability to motivate team of people to deliver results and build team together.
Strong operative management skills and capabilities
Be analytical and a capable problem solver
Be persuasive and have good interpersonal skills
Be a self-starter, adaptable to change with a positive mindset and solution orientated
Be able to achieve set targets and goals by influencing others
Demonstrate strong planning, organizing and communication skills
Proven capabilities in operation and process continuous improvement and innovation
Ability to lead a team with leadership traits in accordance to Sandvik Leadership Model
Sound knowledge of Microsoft Office programs and mainstream applications and systems
General knowledge and understanding of IT as a whole and use of IT within business
Excellent written and verbal communication skills
Capable of working in a demanding environment (high stress tolerance)
Proficiency in English and Japanese required

EXPERIENCE

Have at least two years’ experience of managing Business Support or Business Technology Operations within a customer facing environment at a Sales Unit
Have a strong understanding of our business, products, system platforms, reporting and KPI’s
Strong domain knowledge and understanding of the Coromant and SMS OTD organization
Good knowledge and understanding of ISO 9001, ISO14001
Have strong interpersonal skills and the ability to create strong working relationships with internal and external staff
Have a strong track record in continuous improvement and adapting to changes
Solid experience and skills within ERP system SAP, Microsoft Office 365
Preferable Bachelor degree or relevant qualifications in Business Administration or Engineering