Customer Contract Operations Analyst

About Epiroc

Epiroc is a leading productivity partner for the mining and infrastructure industries. Through innovation, operational excellence, and a strong customer focus, we develop solutions that help our customers improve safety, productivity, and sustainability. Our culture is built on collaboration, continuous improvement, and delivering exceptional value through every customer interaction.

Role Mission

The Customer Contract Operations Analyst is responsible for enhancing customer experience by driving operational excellence across the supply chain. This role promotes and supports Delivery in Full, On Time performance while ensuring effective management of key supply chain metrics, including product availability, SIFOT, claims resolution, and service level performance. Through cross-functional collaboration and data-driven insights, the position contributes to customer satisfaction, long-term customer loyalty, and sustainable business performance. 

Key Responsibilities

• Monitor, analyze, execute, and improve customer satisfaction initiatives and action plans. 
• Transform customer data, feedback, and service performance metrics into actionable insights that enhance the customer experience. 
• Interpret Voice of Customer (VOC) feedback and survey results, including NPS and brand awareness metrics, to drive business improvements. 
• Develop and implement tools and processes to monitor, measure, and report customer satisfaction performance and trends.
• Use data analytics to identify opportunities for continuous improvement and increased customer satisfaction. 
• Identify operational gaps and root causes, supporting quality teams in the implementation of corrective actions. 
• Take ownership of customer issues and ensure complaints are resolved effectively and in a timely manner. 
• Coordinate internal stakeholders to deliver aligned and customer-focused solutions.
• Support customer business reviews through data-driven analysis, performance tracking, and reporting on business objectives. 
• Collaborate closely with Supply Chain Operations, Planning, and Customer Center teams to improve service delivery and customer outcomes.

Requirements

• Bachelor’s degree in Business, Marketing, Engineering, or a related field.
• 2–5 years of experience in customer data analytics, customer experience, or service performance analysis. 
• Experience working with key accounts or strategic customers.
• Familiarity with CRM systems and customer feedback platforms.
• Strong end-to-end ERP/GIM knowledge and understanding of inventory management policies. 
• Highly developed analytical and problem-solving skills. 
• Ability to interpret both qualitative and quantitative customer feedback. 
• Experience working with customer satisfaction metrics and Voice of Customer tools. 
• Strong communication skills with the ability to translate data into customer-focused insights. 
• Strong attention to detail and a service-quality mindset.