Global Customer Support Representative

Secotools - a brand of Sandvik Machining Business, is one of the world’s largest providers of comprehensive metal cutting solutions for milling, stationary, hole making and tooling system, for over 80 years, we have been more than just a cutting tool provider. We develop and supply the technologies, processes and supports that manufacturers depend on to maximize productivity and profitability. Seco is present in over 75 countries and employs about 4000 people.

We are looking for a Global Internal Support Representative for the team in India. This is full time job at the office located in Koregaon Bhima with flexibility of one day work from home.

The main responsibility of the job is as follows:

Interfacing with Customers / Frontline Sales

• Point of contact for global [or specific countries] customers, handling emails, customer portal to collect requests, queries, inquiries, or complaints and either solve them or escalate through case management in case of unsolved customer inquiries.
• Handle contacts with frontline sales or customers related to transactional inquiries within the order-to-delivery process to collect needs and reroute accordingly.
• Work with Seco processes with ERP M3 system and all integrated systems and applications.
• In case of case escalation, communicate to 2°line support.

Order processing and order delivery.

• Handle order entry activities which are received through agreed channels.
• Monitor order progress and delivery information.
• Releasing the picklist for the manual hold or credit hold order lines as per the local legal requirement and internal controls.
• Collect complaints and reroute them to the relevant owner (frontline sales, 2°line Support,)
• Provide prompt response for inquiries or requests within the scope of contents available in ERP M3 system / CRM / other available databases.
• Actively work to increase e-commerce business by identifying opportunities and communicating same to 2°line Support.
• Secure data quality within the systems and adhere to internal control and compliance.
• Deliver on KPIs & targets set to support the strategic direction.

Case Management

• Provide first-line basic customer support via our case management solutions and internal Knowledge database.
• Route higher level or outside of scope and/or knowledge to global network points of contact using the Case Management process.
• Actively use the CRM solution to work within the defined processes, manage customer relations capture leads, and turn them into opportunities when possible.
• Troubleshoots and resolves customer complaints for order to delivery process.
• Create cases within the case management system to keep records as tickets to customer queries, incidents, and requests and communicate them according to the processes within the company.
• Handling escalation of unresolved customer inquiries to proper function, 2°line support, or Frontline sales
• Follow up with customers on open cases according to SLA.

In addition, the employee may be assigned other duties within the area of their competence.

*Internal stakeholder / Export market- more engaged and customer-facing / Actual end customer – Only transactional order processing, maintenance, and delivery.

Education Qualification: Diploma/Bachelors in any field

Experience: 2 - 6 years in a Customer Service environment.

What we offer

At Sandvik, you will join a truly international environment where innovation, collaboration and continuous improvement are part of everyday life. We offer:

Opportunities for professional and personal development

A culture rooted in our values: Winning Together, Curiosity, Responsibility and Customer Focus

Supportive colleagues and a workplace that values diversity, inclusion and different perspectives

Visit our Stories Hub, LinkedIn or Facebook to get to know us better.

Application

We look forward to receiving your application no later than 15th May 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, reference

Contact information

For questions about the recruitment process, please contact Minal.shinde@secotools.com