Customer Service Representative, Ground Support, White Pine, TN

Sandvik; White Pine (TN); Hybrid; USD 50,000 - 71,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement savings plan

Professional development opportunities

Job summary

Sandvik in White Pine, TN, seeks a Customer Service Representative focused on delivering superior customer support. In this role, you'll manage inquiries, process orders, and develop in-depth product knowledge to assist customers effectively.

Applicants should have an associate degree or equivalent experience, along with 2-5 years in customer service. The position offers a hybrid work model and a competitive compensation package, including benefits such as health and retirement plans.

Qualifications

• 2-5 years of relevant customer service experience.
• Familiarity with CRM tools like Salesforce.
• Experience with Excel in Microsoft Office.

Responsibilities

• Answer incoming calls from Sales Reps/Customers.
• Process sales orders via phone, email, and other channels.
• Prepare quotes based on vendor quotes for customers.

Skills

Customer service focus

Communication skills

Computer proficiency

Organizational skills

Education

Associate degree or equivalent experience

Tools

Salesforce

Microsoft Office Suite

Job description

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.

Key Responsibilities

• 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.
• 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

Hybrid role requiring at least 3 days in office in White Pine, TN.

Compensation Range

The expected range is between $50,000 and $71,000 depending on experience.

Work Authorization

Must have the legal right to work in the United States on an indefinite basis without employer sponsorship. (Please note: temporary work authorizations, including OPT, do not meet this requirement.)

Benefits

Sandvik offers a comprehensive total compensation package, including a competitive benefits package of health, dental, and disability insurance and an outstanding 401(k) retirement savings plan. We also provide opportunities for professional competence development, training, and career advancement.

Equal Opportunity Employer

Sandvik is an equal opportunity/affirmative action employer. All applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact Human Resources at [e-mail]. Sandvik also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.