Overview
Customer Support Specialist – Australia (Sydney, NSW). Sandvik is a global high‐tech engineering group providing solutions that enhance productivity, profitability and sustainability for the manufacturing, mining and infrastructure industries. We focus on digitalization and optimizing our customers' processes with equipment, tools, services and digital solutions for machining, mining, rock excavation and rock processing. This role supports the Australia market and involves handling orders, case management, and customer inquiries within ERP M3, CRM, and related systems.
Responsibilities
* Interfacing with Frontline Sales / First-line Support / Sales Process; serve as the point of contact for global order escalations, claims returns, and sales returns.
* Work with Seco processes in ERP M3 and integrated systems and applications.
* Communicate findings and solutions to customers in case of escalation from first-line support, within the defined SLA.
* Document deviations in processes (GIST) and communicate to the Quality Analyst / GIST Expert / Sales Process team.
* Process orders, manage maintenance and delivery; handle inquiries such as amendments, error corrections, and cancellations in ERP M3.
* Provide prompt responses to inquiries within the scope of ERP M3, CRM, and other databases; ensure data quality and internal controls/compliance.
* Act as backup in case of short staffing of first-line support.
* Deliver on KPIs and targets; manage delivery and expedites through shipping providers.
* Manage claim returns and sales returns; process in ERP M3 and coordinate handover to logistics partners as per country authority matrix.
* Export market point of contact for customer inquiries; route to internal stakeholders for solutions; manage export documentation and related compliance.
* Provide 2nd line customer support via case management solutions and internal Knowledge Base; route higher level inquiries to global network as needed.
* Actively use the CRM to manage customer relations, capture leads, and convert them into opportunities where possible.
* Troubleshoot, route, and resolve customer complaints; create and maintain cases in the case management system; communicate according to company processes.
* Handle escalation of unresolved inquiries; follow up with customers according to SLA.
* May be assigned other duties within area of competence as needed.
Required Competencies (Skills / Behaviours)
* High Customer Focus (4–5)
* Passion for customer service (4–5)
* Flexibility (3–4)
* Resilient (3–4)
* Proficient in written/verbal English; additional languages valued (3–4)
* Persuasive with strong interpersonal skills (3–4)
* Problem Solving (3–4)
What We Offer
Join an international environment where innovation, collaboration and continuous improvement are part of everyday life. We offer opportunities for professional and personal development within a culture rooted in our values: Winning Together, Curiosity, Responsibility and Customer Focus. We value diversity and inclusion and support a workplace that respects different perspectives.
Application & Contact
We look forward to receiving your application no later than 30 April 2026. Our recruitment process is open, transparent and fair. All applicants are evaluated against the same criteria to ensure we select the best match for this role. Apply via home.sandvik/career. For questions about the recruitment process, please contact Patricia.Parada@secotools.com. Prior to this recruitment, we have decided which advertising channels and marketing campaigns to utilize and respectfully decline any contact from marketing or recruitment agencies regarding additional channels or campaigns.
Additional Information
Sandvik is a global, high‐tech engineering group providing solutions that enhance productivity, profitability and sustainability for the manufacturing, mining and infrastructure industries. We cover the entire customer value chain and invest in research and development, customer insights, and deep knowledge of industrial processes and digital solutions.
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