Customer Service Representative

Customer Support

Join us in our EMEA Customer Solution Centre (CSC) as Customer Support. Here, you’ll have the opportunity to work with diverse teams across the globe, contributing to groundbreaking projects in a supportive and dynamic environment. Join us as we accelerate the transformation!

Join our team

Epiroc Mining and Infrastructure Attachments division (ATD) develops, manufactures and markets excavator attachments, ground engaging tools and hydraulic handheld tools. ​The products are used in construction, infrastructure, deconstruction, recycling, and mining. Our CSC focuses on indirect sales channels to meet the needs of the construction and infrastructure markets, as well as OEMs and rental companies. This strategy increases Epiroc’s reach and strengthens partnerships, ensuring that Epiroc’s attachments are the top choice for a wide range of customers.

Your mission

Customer Support is responsible for ensuring timely and accurate order processing and logistics operations. The role involves coordinating inbound and outbound logistics and maintaining up-to-date master data in systems like M3 and SAP. Main tasks consist of, but are not limited to:

• Manage order processing for the assigned territory, ensuring accuracy and timely execution. Liaise with customers, dealers, and internal teams to resolve any issues related to orders.  This involves order bookings, order confirmation changes, cancellations, booking return orders and no charge orders.  
• Oversee logistics for the assigned territory, including coordinate deliveries from suppliers to ensure timely and accurate stock replenishment and manage shipments to customers, ensuring on-time delivery and accurate documentation in coordination with transport team.
• Assist the finance and sales teams with collection processes, ensuring payments are received on time from customers in the territory. Provide support in following up on outstanding payments. 
• Utilize internal systems like M3 and SAP for order processing, logistics tracking, and data management. Support the team in troubleshooting any system-related issues and ensure smooth operations. 
• Take responsibility for ensuring that master data (e.g., customer information, product data) is up to date and accurate, escalating any corrections needed. Perform regular data audits and updates to maintain the integrity of the system.
• Maintain a strong understanding of the ATD product portfolio to provide accurate and effective support to customers and internal teams. Assist in addressing customer inquiries related to product availability, specifications, and delivery times. 

Your Profile

Experience

• Experience in customer service, order processing, and logistics coordination. 
• Experience with systems like M3, SAP, or similar ERP platforms. 
• Familiarity with the ATD product portfolio or similar technical products is advantageous. 
• Strong English and Croatian language skills both verbal and written

Personal Attributes

• Excellent communication skills and a customer-focused mindset. 
• Ability to work under pressure, to deadlines, manage multiple tasks and priorities in a fast-paced environment. 
• Strong organizational skills and attention to detail
• Commercial and proactive attitude with good business understanding.
• Good teamwork spirit and a proactive can-do work attitude

Location

This position is ideally located in Zagreb, Croatia, covering a territory of customers across Croatia, Slovenia, Bosnia, Serbia, Montenegro, Albania, Romania, Bulgaria and Greece.

Application and contact information

We encourage you to submit your application through our online career site as soon as possible, but no later than April 30th.

For questions about the position, please contact:

Hiring Manager, Goran Dremel, goran.dremel@epiroc.com +38598409404

Recruitment Coordinator, Donna Wynne donna.wynne@epiroc.com

Please note that due to regulations, we cannot handle applications received through email.