Customer Care Representative - Key Account

United. Inspired. Performance unites us, innovation inspires us, and commitment drives us to keep moving forward.

All new thinkers are welcome. We are looking for candidates who want to develop, grow, and dare to think new. Innovation is an important part of our DNA. If you appreciate an environment where you get to think new and constantly evolve, you will thrive here.

About us. Epiroc is a global productivity partner for mining & construction customers and accelerates the transformation toward a sustainable society. With ground-breaking technology, we develop and provide innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. We also offer world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Our global headquarters is based in Stockholm, Sweden and we have around 18,000 passionate employees supporting and collaborating with customers in over 150 countries around the world. Learn more at epirocgroup.com.

We succeed in our core business because we are passionate innovators with courage to change. With collaboration and mutual confidence, teams and individuals trust and support each other’s abilities to offer solutions. Together, we lead the way to make mining and construction more sustainable.

Epiroc offers rewarding experiences and professional growth opportunities. Recognition for your hard work includes:

• Competitive wages and annual employee bonus and incentives.
• Family-friendly benefits package.
• Company matching group retirement savings plan.
• Paid vacation and sick time.
• Fleet vehicles and travel allowances.
• Support for relocations.
• Employee perks and discounts.
• Trades apprenticeships.
• Support for growth, training and education.
• Progressive flexible work arrangements.
• Employee social engagement activities and Company-sponsored events including fundraising, family, and community involvement.
• Sustainable employment and growth.

Join Our Team as a Customer Care Representative - Key Account at Epiroc!

Epiroc Canada Customer Center is currently looking for an enthusiastic and motivated candidate for the position of Customer Care Representative for inside sales. In this position, the Customer Care Representative is responsible for upselling and maximizing customer satisfaction. Within this role, you will be responsible for all commercial inquiries, requests for quotes, sales administration, troubleshooting and finding solutions to meet customer demand and expectations, responsible on site for key account, you will also be responsible for all onsite warehousing activities.

Work Type:

Onsite

Shift Timings:

Monday – Monday from 6:00 am – 6:00 pm

RESPONSIBILITIES

• Provide commercial and technical parts support to the key account
• Respond to inquiries about stock balance, pricing, lead time, delivery, parts information, specifications, availability inquiries, non-conformances, returns and customer complaints
• Answer incoming phone calls and e-mails from all sales channels
• Responsible for investigating and resolving issues related to parts prices, deliveries, non-conformances as well as damaged or short shipments
• As Key Account representative, you will represent Epiroc and liaise directly with customer and Epiroc internal stakeholders from Customer Care, Technical Service, Sales Team and Warehouse team.
• Key person to represent Epiroc in on site Customer meetings ensuring good communication and alignment on customer and Epiroc expectations.
• Responsible to process Returns and credits
• Work with both RDC and GDC inbound replenishment and order fulfillment to expedite orders and actively seeking alternatives to improve our delivery and/reduce backorders.  You will act as an escalation point for the Customer with a focus on manual allocations and finding alternative solutions.
• Working with External Sales team and Supply Chain, you will coordinate and lead customer engagement activities from proactive selling to follow-up and expediting open orders.
• As part of your responsibility on site, you will also be responsible for all warehousing activities, from receiving, inspecting, put-away, shipments to preparing shipments and delivery to the customer.  It is also essential to maintain an accurate inventory with annual and cycle counts.  In this role, you will be working in a hybrid warehousing role, and it will be key to coordinate with central warehousing team to ensure accurate inventory and correct receiving/invoicing activities.
• Report any parts receiving discrepancies or damage and ensure/follow that all corrective actions are taken to reconcile inventory
• Organize storage layout to optimize efficiency; manage pick-and-pack operations and parts delivery coordination, ensuring timely fulfillment.
• Safely operate forklift equipment to move and organize inventory, adhering to safety protocols.
• Willing to work rotating 12-hour day shift schedules (e.g., 1-week-on/1-week-off or 2-weeks-on/2-weeks-off), demonstrating flexibility and commitment.
• Participate in an on-call rotation to assist with customer emergency breakdowns, ensuring timely response and resolution of urgent issues.
• Always maintain a courteous and professional demeanor and communication with customers and internal staff
• Participate in employee development programs including product and application training, business and personal development opportunities

KNOWLEDGE, SKILLS AND ABILITIES:

• Must possess excellent oral and written communication skills
• Persons in the Mining and/or construction industry will only be considered
• 5+ Years working in the Heavy Equipment Industry in parts and warehousing
• Valid forklift operator certification preferred or willingness to obtain one
• Parts Technician with Red Seal Certification is an asset/preferred
• Proficiency in Microsoft Applications such Word, Excel, Outlook are an asset
• Experience in M3 is an asset
• Must be self-motivated, detail oriented, able to manage multiple priorities and highly organized

EXPERIENCE:

• Five to ten years of Customer Service experience in the Mining & Construction industry preferred
• High school diploma required, post-secondary education preferred or equivalent work experience

** Additional tasks and duties may be required **

Join us, and be part of a diverse, electrifying, innovative and highly collaborative team! An inclusive workplace that allows people to thrive. Inclusion is foundational for our Epiroc culture. We want all our people to have a strong sense of belonging. As we work in diverse teams across geographies, cultures, and professional areas, inclusive behaviour is something we expect from ourselves and each other. We are continually looking for ways to strengthen our inclusive culture.

A place where we all matter. Epiroc’s diversity approach is holistic, and our goal is to continue attracting, developing and retaining talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives.

We believe all persons are entitled to equal opportunity. We encourage applications from all qualified persons, including women, visible minorities, Indigenous Peoples, and persons with disabilities. We also welcome applications from non-Canadians who are eligible to work in Canada.

We want you to take part in our journey. Accommodations are always available on request for candidates taking part in all aspects of the selection process. If contacted regarding your application, please advise your Human Resources representative should you require accommodation to attend an interview or participate in the selection process.

How to apply? All candidates must submit a cover letter and resume outlining how their experience and training meet the basic requirements listed above. Qualified candidates must be eligible to work in Canada and can apply online at epiroc.com/en-ca/epiroc-careers. We thank all applicants, however, please keep in mind that only those who qualify for an interview will be contacted.

United. Inspired. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward. In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support of their leaders. We are committed to giving you every opportunity to succeed in a culture of innovation, diversity, and collaboration, combined with a caring atmosphere.

Diversity and sustainability are key to growing fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries. Learn more at http://www.epiroc.com.