Customer Service Chief- Location Zacatecas or CDMX

About Epiroc:

Epiroc is a multinational company with a presence in 150 countries; which with innovative technology, develops and provides safe and state-of-the-art equipment, such as drilling machinery and construction tools for use in surface and underground mining.

It also offers world-class after-sales services and solutions for automation, digitalization and electrification.

Life at Epiroc

By joining our team, you will be part of a group of knowledgeable and helpful colleagues who live by our core values: collaboration, commitment and innovation.

The work environment in the mining and construction industries presents unique and interesting challenges that you will not find in other industries.

Our culture is characterized by care for work-life balance, professional development, global career opportunities, and an outstanding benefits package.

Customer Service Chief | Mexico City or Zacatecas

About the Role

We are looking for a Customer Service Chief with a strong customer and results-oriented mindset, proven team leadership experience, and the ability to manage the complete customer service cycle — from quotations and order placement through invoicing, delivery, backorder follow-up, and customer claim resolution.

This role will be key to strengthening customer relationships, ensuring operational excellence, and continuously improving service levels and the overall customer experience.

The position can be based in Mexico City or Zacatecas, Mexico.

Your Mission

Lead the Customer Service operation and develop a high-performing, collaborative team while ensuring an excellent and consistent customer experience.

You will work cross-functionally with Sales, Logistics, Supply Chain, Service Center, and Finance, translating customer needs into effective operational execution and using data, KPIs, and customer insights to drive improvements.

Main Responsibilities

* Lead, develop, and organize the Customer Service team according to customer and business priorities.
* Oversee the complete customer service cycle, including quotations, purchase orders, order management, invoicing, deliveries, backorders, credit notes, and customer claims.
* Maintain proactive communication with key customers regarding orders, delivery dates, backorders, and commitments.
* Manage and monitor customer orders through M3/ERP, ensuring accuracy and appropriate follow-up throughout the order lifecycle.
* Prepare and present weekly and monthly reports covering order intake, invoicing, open orders, backorders, and forecast performance.
* Define, monitor, and improve Customer Service KPIs, SLAs, and service-level metrics.
* Lead continuous improvement initiatives focused on customer experience and operational efficiency.
* Drive NPS, customer loyalty, and Customer Experience initiatives, translating customer feedback into actionable improvements.
* Partner with Sales, Logistics, Supply Chain, Service Center, and Finance to ensure effective execution and customer satisfaction.
* Ensure appropriate traceability, follow-up, and timely resolution of customer complaints and claims.
* Support forecasting, budgeting, and financial closing activities related to Customer Service operations.
* Promote collaboration across functions and a strong customer-focused culture.

What We Are Looking For

* Bachelor’s degree in Business Administration, Industrial Engineering, Supply Chain, Logistics, International Business, Marketing, Electromechanical Engineering, or a related field.
* Ideally 4+ years of experience in Customer Service, Customer Operations, Order Management, Sales Operations, Supply Chain, or a related function.
* Previous experience leading teams or coordinating Customer Service operations.
* Experience in B2B environments, ideally within mining, construction, heavy equipment, industrial equipment, spare parts, aftermarket, or technical services.
* Experience with mining and construction equipment, spare parts, services, or technical solutions will be highly valued.
* Solid understanding of Order-to-Cash processes, including quotations, purchase orders, invoicing, credit notes, and backorders.
* Experience working cross-functionally with Sales, Logistics, Supply Chain, and Finance.
* Strong Excel skills and experience with ERP and CRM systems. Knowledge of M3 and Power BI is an advantage.
* Strong analytical and problem-solving skills, with the ability to use data and KPIs to support decisions.
* Effective communication, stakeholder management, and team leadership skills.
* Continuous improvement and results-oriented mindset.
* Intermediate English, with the ability to communicate effectively in a business environment.

Location

This position can be based in Mexico City or Zacatecas, Mexico.

Bring Your Unique Perspective

We believe diverse experiences, backgrounds, and perspectives make stronger teams.

If you do not meet every requirement listed above but believe your experience, skills, and motivation could contribute to this role, we encourage you to apply. We would like to hear from you.