Customer Service Specialist - Seco
Seco Tools is looking for a Customer Service Specialist Are you passionate about delivering outstanding customer experiences and building strong relationships? Seco Tools Australia is 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’ll be a key partner for our customers; the first person they turn to for clear answers, smooth processes, and exceptional support. You’ll help 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) as required. Candidates must be based in Sydney.
Key Responsibilities
Provide first point of contact support for customer enquiries, resolving issues where possible and escalating when required. 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 with logistics providers. 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. Maintain accurate data across systems and ensure compliance with internal processes and quality standards. Communicate effectively with internal teams to resolve issues and improve customer outcomes. Identify and 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; additional languages 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 as required. 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 and maintaining data 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 to identify gaps 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, challenge and 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, adapt and 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, transparent and 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, please contact [email protected]. Prior to this recruitment, we have already decided which advertising channels and marketing campaigns we wish to utilize, and we respectfully decline any contact from marketing or recruitment agencies regarding additional channels or campaigns. Apply To This Job