Customer Care Manager

Are you an experienced leader with the resilience and hands‑on expertise to navigate complex customer, commercial, and logistics operations in a dynamic and challenging environment? This pivotal role plays a key part in ensuring seamless order‑to‑delivery execution, protecting revenue, and sustaining high levels of customer satisfaction.

As Customer Care Manager, you will lead all customer‑facing order management and commercial coordination activities for Epiroc in the Democratic Republic of Congo. Acting as the central link between Epiroc and its customers, the role ensures accurate, responsive, and end‑to‑end execution from quotation through to delivery. In addition to driving service excellence, you will lead and develop the customer care team and work closely with internal stakeholders, while reporting directly to the General Manager.

Your Mission

• Manage the full customer order lifecycle, including quotations, order processing, pricing administration, and order-to-delivery execution in line with commercial policies.
• Act as the primary customer interface across the DRC, ensuring high-quality communication on orders, deliveries, pricing, and commercial queries.
• Coordinate proactively with sales, supply chain, logistics, parts & services, tools & attachments, and finance teams to ensure accurate, timely delivery and issue resolution.
• Lead, develop, and performance-manage the customer care team, maintaining high standards of service excellence, responsiveness, and customer experience.
• Oversee order tracking, reporting, ERP/CRM data integrity, and management reporting on order book status, delivery performance, pricing compliance, and receivables exposure.
• Ensure effective handling of customer complaints and escalations, support accounts receivable follow‑up, drive continuous process improvement, and ensure compliance with company policies and governance standards.

Your Profile:

• 8–12 years of experience in customer service, order management, commercial operations, or sales support, with proven leadership of customer-facing teams.
• Experience in mining, industrial, or heavy equipment environments, with strong exposure to end‑to‑end order‑to‑cash processes and ERP systems.
• Solid understanding of order management, customer service operations, pricing, quotations, and receivables management.
• Strong coordination, stakeholder management, problem‑solving, and escalation handling capabilities.
• Excellent communication skills with high attention to detail, process discipline, and proficiency in MS Office and ERP/CRM systems.
• University degree in Business Administration, Supply Chain, Commerce, or related field; fluent in English and French (mandatory), with additional training in customer service, logistics, or commercial operations as an advantage.

Location and other info:

• Location: Kolwezi, Democratic Republic of Congo
• Reporting to: General Manager - DRC

Why Epiroc?

This role acts as the central interface between Epiroc and all customers in the DRC for transactional and commercial communication, ensuring seamless execution from quotation to delivery while maintaining high levels of customer satisfaction, accuracy, and responsiveness.

Application and contact information:

Last Date to Apply: 08th of May 2026