Customer Care Representative
EPIROCAbout 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! Epiroc Canada Customer Center is currently looking for an enthusiastic and motivated candidate for the position of Customer Care Representative for inside sales. Customer Care Representative is responsible for upselling and maximizing customer satisfaction. Within this role, you will be responsible for all commercial inquiries, requests for quotes, sales administration, troubleshooting and finding solutions to meet customer demand and expectations within a designated region. Work Type: Hybrid (Tuesday-Thursday in-office) Shift Timings: Monday-Friday, 8:00 AM-4:30 PM, with participation in a two-week on-call rotation 1-2 times per year. Responsibilities: Provide commercial parts support to our customers Handle incoming calls related to consumables, parts, service and equipment prices and delivery of orders Respond to inquiries of stock balance, pricing, lead time, delivery, parts information, specifications, availability inquiries, non-conformances, returns and customer complaints Answer incoming phone calls and e-mails from all sales channels Leveraging your technical expertise, assist in investigating problems relating to Part Sales and Pricing Responsible to process Returns and credits Work with both RDC and GDC inbound replenishment and order fulfillment to expedite orders and actively seeking alternatives to improve our delivery and/reduce back-orders. You will act as an escalation point for the Customer with a focus on manual allocations and finding alternative solutions. Working with External Sales team and Supply Chain, you will coordinate and lead customer engagement activities from pro-active selling to follow-up and expediting open orders. Maintain a courteous and professional demeanor and communication with customers and internal staff at all times Participate in employee development programs including product and application training, business and personal development opportunities Knowledge/Education: Five to ten years of Customer Service experience in the Mining & Construction industry preferred High school diploma required, post-secondary education preferred or equivalent work experience Persons in the Mining and/or construction industry will only be considered Must have 5+ Years wo…