Job Description

Seco Tools is looking for a Customer Service Specialist

Are you passionate about delivering outstanding customer experiences and building strong relationships?Seco ToolsAustraliais looking for a proactive and customer‑focused Customer Service Specialist to join our friendly, collaborative Team. If you love solving problems, enjoy working with colleagues across different teams, and take pride in making a real difference to customers every single day, this could be the perfect role for you.

About the Role

As a Customer Service Specialist,you’llbe a key partner for our customers; the first person they turn to for clear answers, smooth processes, and exceptional support.You’llhelp shape a seamless customer journey from the very first enquiry through to order completion, making a real impact every day.

Location: Rouse Hill, Sydney NSW (Remote with on-site requirement)

This is primarily a work-from-home role, with regular visits to the Rouse Hill warehouse (NSW 2155) asrequiredCandidates must be based in Sydney.

Key Responsibilities

• Provide first point of contact support for customer enquiries, resolving issues where possible and escalating whenrequired

• Manage order processing, including amendments, cancellations, error handling, and delivery coordination using ERP (M3) and CRM systems.

• Handle customer returns (claim and sales), including system processing, approvals, and coordination withlogisticsproviders.

• Support warehouse operations as needed, including stock returns, stocktake, carbide recycling, and pick/pack activities.

• Coordinate export enquiries, including documentation, compliance, and delivery requirements with internal stakeholders.

• Manage customer cases end-to-end through the case management system, including logging, tracking, follow-ups, and escalations in line with SLAs.

• Maintainaccuratedata across systems and ensure compliance with internal processes and quality standards.

• Communicate effectively with internal teams to resolve issues and improve customer outcomes.

• Identifyand escalate process gaps or system issues, supporting continuous improvement initiatives.

• Meet service KPIs and contribute to team targets and overall customer satisfaction.

• Provide backup support across the team during peak periods or absences.

REQUIRED COMPETENCIES

• Strong customer focus with a genuine passion for delivering great service.

• Confident communicator with clear written and verbal English skills;additionallanguages are an advantage.

• Good interpersonal skills with the ability to build relationships and influence outcomes.

• Solid problem-solving ability, with a practical and solutions-focused approach.

• Flexible and adaptable, able to manage changing priorities in a fast-paced environment.

• Resilient and able to stay calm under pressure.

• Reliable and proactive, with a willingness to support team needs asrequired

• Strong attention to detail, ensuring accuracy across orders, systems, and documentation.

• Comfortable working with ERP (M3), CRM systems, and multiple platforms.

• Ability to manage multiple tasks at once, including order processing, customer enquiries, and case management.

• Process-driven mindset with a focus on following procedures andmaintainingdata quality.

• Ability to work independently in a remote environment while staying connected with the team.

• Organised and structured, with the ability to meet deadlines and service level agreements (SLAs).

• Continuous improvement mindset, with the ability toidentifygaps and suggest practical solutions.

Why Seco Tools?

At Seco Tools, we develop advanced metal cutting solutions and work closely with our customers to deliver real value. Our culture is built on our Core Values:

• Winning Together – we take the lead with a collaborative spirit and succeed as a team.

• Curiosity – we explore,challengeand innovate to shape the future.

• Responsibility – we put safety first and act with integrity and responsibility for our people and our planet, building trust in everything we do.

• Customer Focus – we listen, create,adaptand deliver – always close to our customers.

With a presence in over 75 countries and a team of 5,000+ employees, we offer a truly global and supportive environment.

Application

We look forward to receiving your application no later than

10 June 2026. Our recruitment process is open,transparentand fair. All applicants are evaluated against the same criteria to ensure we select the best match for this role.

Contact information

For questions about the recruitment process, pleasecontact Patricia.Parada@secotools.com

Prior to this recruitment, we have already decided which advertising channels and marketing campaigns we wish toutilize, and we respectfully decline any contact from marketing or recruitment agenciesregardingadditionalchannels or campaigns.