Customer Service Specialist

Seco Tools Türkiye is looking for a Customer Support Specialist to join our Turkiye organization to  handle escalation of unresolved customers enquiry with regards to order, work closely with the sales team and support them to achieve sales objectives and improve the sales efficiency and customer satisfaction, collect and communicate relevant business and market intelligence to product and sales management by using the applicable systems, maintain and develop robust and effective customer relationships in order to achieve relevant sales and marketing plan.

PRIMARY AREAS OF RESPONSIBILITY 

Interfacing with Frontline Sales / First-line Support / Sales Process

• Point of contact for global order escalations, Claim returns, and Sales returns.

• Work with Seco processes with ERP M3 system and all integrated systems and applications.

• In case of case escalation from first-line support, connect to customers according to SLA to communicate findings and solutions.

• Document the deviation in the processes followed in GIST and communicate those to the Quality analyst / GIST expert / Sales Process team.

Order processing, maintenance, and order delivery 

• Handle order inquiries like amending or fixing errors, canceling orders, and M3 error handling.

• Provide prompt response for inquiries or requests within the scope of content available in ERP M3 system / CRM / other available databases.

• Processing the claim return and sales return in ERP M3 and arranging handover to the logistics partner for sending over to DC after the approvals as per the authority matrix of the country.

• Secure data quality within the systems and adhere to internal control and compliance.

• Acting as backup in case of short staffing of first-line support

• Deliver on KPIs & targets set to support the strategic direction.

• Secure delivery and related administration, managing expedites and handling delivery through shipping providers. 

Case Management

• Provide 2°line customer support via our case management solutions and internal Knowledge Base

• 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, routes, and resolves customer complaints.

• 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

• 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.

REQUIRED COMPETENCIES

• Have minimum 3- 5 years Customer support experience at multinational environment

• Having a bachelor’s degree in related areas

• A confident communicator with strong relationship-building and influencing skills

• Proactive, structured, and analytical, with a solution-oriented mindset

• Comfortable working independently while collaborating effectively in cross-functional and cross-border teams

• Proficient in CRM systems preferably M3, SAP or similar systems

• Fluent in Turkish and English (written and spoken)

• Residence in Asian side of Istanbul

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

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 [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.