Customer Support Specialist – Flexible in NSW Sydney Sandvik is a global, high-tech engineering group providing solutions that enhance productivity, profitability and sustainability for the manufacturing, mining and infrastructure industries. We are at the forefront of digitalization and focus on optimizing our customers’ processes. Our world-leading offering includes equipment, tools, services and digital solutions for machining, mining, rock excavation and rock processing. In 2026 the Group had approximately 41,000 employees and revenues of about SEK 123 billion in more than 150 countries. We are currently looking for a Customer Support Specialist to support our Australia market. 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 contents available in ERP M3 system / CRM / other available databases. - 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. Claim returns, and Sales returns. - 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. Export Market - Point of contact for collecting customer inquiries and routing them to internal stakeholders for providing the solution - Secure delivery and related administration, managing expedites and handling delivery through shipping providers, export documentation, county of origin, trade certificates, delivery contract, and other needed documentation. - 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. - - *Internal stakeholder / Export market- more engaged and customer-facing / Actual end customer – Only transactional order processing, maintenance, and delivery. REQUIRED COMPETENCIES - Skills/Behaviours (rated from 1 to 5 scale, whereof 5 is the highest) - High Customer Focus (4-5) - Passion for customer service (4-5) - Flexibility (3-4) - Resilient (3-4) - Proficient in written/verbal English communication skills. Additional proficiency in other languages is valued (3-4) - Be persuasive and have good interpersonal skills (3-4) - Problem Solving (3-4) 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 30th 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, reference Contact information For questions about the recruitment process, please contact Patricia.Parada@secotools.com. 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.

• supports the execution and continuous improvement of scalable service operations • assists with pilots and test runs • monitors workflow effectiveness • helps drive operational improvements • ensures compliance with country-specific regulations

Role Description The Customer Success Manager (CSM) will take ownership of client relationships and drive strong results in a fast-growing digital marketing agency. Key Responsibilities - Client Relationship Management - Serve as the main point of contact for client accounts - Conduct weekly or bi-weekly strategy calls with clients - Maintain proactive communication via calls, messaging, and updates - Ensure clients clearly understand campaign performance and results - Strategic Marketing Guidance - Analyze marketing performance across: - Facebook Ads - Google Ads - SEO - Translate marketing data into clear, actionable insights for clients - Provide strategic recommendations to improve campaign performance - Client Success & Retention - Own client satisfaction, retention, and relationship growth - Proactively address issues and prevent churn - Identify upsell opportunities when appropriate - Reporting & Performance Updates - Deliver customized performance reports to clients - Clearly explain campaign metrics and ROI - Coordinate with the fulfillment team to ensure deliverables are completed - Client Advocacy - Collect client testimonials, referrals, and Google reviews - Maintain strong long-term client partnerships Qualifications - 2–4 years experience in: - Customer Success - Account Management - Client Strategy - Digital Marketing Agency roles - Strong understanding of: - Facebook Ads - Google Ads - SEO - Experience managing client relationships in an agency environment - Ability to analyze marketing results and communicate strategy Requirements - Excellent verbal communication - Strong client relationship management - Strategic thinking and problem solving - Ability to lead client calls and hold structure - High ownership and accountability - Ability to manage multiple client accounts simultaneously - Strong organization and follow-through Tools & Systems - GoHighLevel – CRM & client communication - Slack – internal communication - ClickUp – task and project management Benefits - Fully remote work environment - Fast-growing digital marketing agency - Opportunity to work closely with leadership - Clear path to leadership roles - Performance-based compensation

• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners. • Triage and convert incoming requests to determine priority, clinical risk, and required resolution path. • Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups. • Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates. • Maintain a high standard of customer service (empathy, clarity, accountability, follow-through). • Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets. • Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications. • Edit learning curriculums and send out training invites. • Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution. • Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests. • Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action. • Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.