Customer Care Lead

United. Inspired. Performance unites us, innovation inspires us, and commitment drives us to keep moving forward.

 

All new thinkers are welcome. We are looking for candidates who want to develop, grow, and dare to think new. Innovation is an important part of our DNA. If you appreciate an environment where you get to think new and constantly evolve, you will thrive here.

 

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

 

Join Our Team as a Customer Care Lead at Epiroc!

Your Mission:

Customer Care lead is responsible to lead a team of technical and commercial Customer Care Representatives 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.

 

Responsibilities:

• Provide technical/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
• Assist in investigating problems relating to Part Sales, Pricing, Deliveries Returns inspections, Credits and Technical issues
• Grow parts revenue - new and reman components
• Work closely with the sales group to ensure proper synergies are leading to more revenue
• Work with both RDC and GDC inbound replenishment and order fulfillment to expedites 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.
• As lead you will also be responsible to guide a team of Customer Care Representatives to work with agility to achieve maximum results and customer satisfaction
• 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
  
  

Your profile:

• Must possess excellent oral and written communication skills
• Mining and/or construction industries experience is highly preferred
• Proficiency in Word, Excel, Outlook, DocMine preferred
• Experience in BPCS, M3, Team Center and Sharepoint is an asset
• Must be self-motivated, detail oriented, able to manage multiple priorities and highly organized
  
  

Join us, and be part of a diverse, electrifying, innovative and highly collaborative team! An inclusive workplace that allows people to thrive. Inclusion is foundational for our Epiroc culture. We want all our people to have a strong sense of belonging. As we work in diverse teams across geographies, cultures, and professional areas, inclusive behaviour is something we expect from ourselves and each other. We are continually looking for ways to strengthen our inclusive culture.

 

A place where we all matter. Epiroc’s diversity approach is holistic, and our goal is to continue attracting, developing and retaining talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives.

 

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. Accommodations are 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.

 

How to apply? All candidates must submit a cover letter and resume outlining how their experience and training meet the basic requirements listed above. Qualified candidates must be eligible to work in Canada and can apply online at epiroc.com/en-ca/epiroc-careers. We thank all applicants, however, please keep in mind that only those who qualify for an interview will be contacted.

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.

Diversity and sustainability are key to growing fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries. Learn more at http://www.epiroc.com