Customer Care Representative - Key Account

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 - Key Account (84949) at Epiroc!

Work Type: Onsite

Shift Timings: Rotating 1-week-on/1-week-off

Responsibilities:

• Provide commercial and technical parts support to a key account, including inventory inquiries, pricing, lead times, deliveries, product information, and parts availability.
• Serve as the primary point of contact between the customer and Epiroc, coordinating with Customer Care, Technical Service, Sales, Supply Chain, and Warehouse teams.
• Manage customer inquiries, requests for quotes, sales administration, returns, credits, and complaint resolution.
• Investigate and resolve issues related to pricing discrepancies, damaged shipments, short shipments, non-conformances, and delivery concerns.
• Coordinate order fulfillment activities, expedite urgent customer orders, manage manual allocations, and identify alternative solutions to reduce backorders.
• Represent Epiroc during onsite customer meetings and maintain strong customer relationships through effective communication and service.
• Perform warehouse operations including receiving, inspection, put-away, inventory management, shipping, pick-and-pack activities, and customer deliveries.
• Maintain inventory accuracy through cycle counts, annual inventory audits, and reconciliation of receiving discrepancies.
• Safely operate forklift equipment and follow established safety procedures.
• Participate in an on-call rotation to support customer emergency breakdown situations and urgent operational needs.

Knowledge/Education:

• High school diploma required; post-secondary education preferred or equivalent work experience.
• Five to ten years of customer service experience in the Mining and Construction industry preferred.
• Minimum of five years of experience in the Heavy Equipment industry with a focus on parts and warehousing operations.
• Parts Technician Red Seal Certification is considered an asset.
• Knowledge of mining, construction, heavy equipment parts, and inventory management practices.
• Experience supporting customer-facing operations within industrial, mining, or construction environments.
• Familiarity with ERP systems such as M3 is considered an asset.

Skills and Abilities:

• Excellent verbal and written communication skills with the ability to build strong customer relationships.
• Strong customer service mindset with the ability to resolve issues and provide solutions in a timely manner.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to collaborate cross-functionally with sales, supply chain, technical service, and warehouse teams.
• Experience with warehouse operations, inventory control, receiving, shipping, and cycle counting.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Self-motivated and capable of working independently with minimal supervision.
• Flexibility to work rotating 12-hour shifts and participate in an on-call schedule.
• Valid forklift certification or willingness to obtain certification.

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.

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. Accommodation is 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.

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.

It all starts with people. The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed, we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation, together with customers and business partners in more than 150 countries, by developing and providing innovative and safe equipment, digital solutions, and aftermarket support.

All new thinkers are welcome. We are looking for those who want to develop, grow, and dare to think new. In Epiroc we attract, develop, and retain diverse talent valuing authenticity and unique perspectives, driving our spirit of innovation. We foster an inclusive culture where diversity isn't just a goal but a part of our values and way of working. This is how we do business for a sustainable future.  Learn more at www.epiroc.com

The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles and outdoor weather conditions, with occasional exposure to high, precarious places, toxic or caustic chemicals and the risk of electrical shock. Employees will be expected to sit for extended periods if needed, use hands to feel and reach with hands and arms, talk and hear. Company provided Personal Protective Equipment (PPE) is required in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. This position is considered Safety Sensitive.

This job will be posted until 14/08/2026, after which applications will no longer be accepted.

Expected compensation range: 90,000 – 95,000