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.