Customer Care Representative

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 as applicable to certain positions.
• Family-friendly benefits package.
• Company matching group retirement savings plan.
• Paid vacation and sick time.
• Fleet vehicles and travel allowances (as applicable).
• Support for relocations.
• Employee perks and discounts.
• Trades apprenticeships.
• Support for growth, training and education.
• Progressive flexible work arrangements as applicable to certain positions.
• Employee social engagement activities and Company-sponsored events including fundraising, family, and community involvement.

Join Our Team as a Customer Care Representative at Epiroc!

We are seeking a highly organized and customer-focused Inside Sales / Sales Administrator to support our sales team and customers. This role is responsible for preparing quotations, processing orders, coordinating with suppliers and customers, maintaining sales documentation, and ensuring timely communication throughout the sales process.

The ideal candidate enjoys working in a fast-paced technical environment, has excellent attention to detail, and thrives on providing exceptional customer service.

Job Location: Lively, ON

Work Type: Remote

Key Responsibilities

• Respond to customer inquiries via phone and email.
• Prepare quotations based on customer requirements and technical specifications.
• Process sales orders accurately and efficiently.
• Coordinate with suppliers to obtain pricing, lead times, and product availability.
• Liaise with engineering, project management, purchasing, and warehouse teams to ensure smooth order execution.
• Track customer orders and provide regular status updates.
• Maintain accurate customer records, quotations, and sales documentation within the CRM and ERP systems.
• Assist outside sales representatives with customer follow-up and administrative support.
• Prepare bid documentation and support tender submissions.
• Monitor outstanding quotations and proactively follow up with customers.
• Resolve customer issues related to orders, deliveries, and documentation.
• Generate sales reports and assist with forecasting activities.
• Ensure compliance with company quality and safety procedures.

Qualifications

• 2+ years of experience in inside sales, sales administration, customer service, or order management.
• Experience in industrial, electrical, mining, manufacturing, automation, or technical distribution environments is preferred.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• High level of accuracy and attention to detail.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Experience with ERP systems (e.g., SAP, NetSuite, Epicor, Microsoft Dynamics) and CRM software is an asset.
• Ability to read electrical equipment specifications or technical documentation is considered an advantage.

Preferred Experience

Experience with products such as:

• Motor Control Centres (MCCs)
• Switchgear
• Variable Frequency Drives (VFDs)
• Transformers
• Electrical distribution equipment
• PLC and automation systems
• Mining electrical infrastructure
• Industrial power systems

Key Competencies

• Customer-focused mindset
• Strong communication and interpersonal skills
• Problem-solving ability
• Time management and prioritization
• Team collaboration
• Commercial awareness
• Initiative and accountability 

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.