Customer Care Lead

Epiroc
CA - Alberta - Alberta
May 8, 2025

About Epiroc:

Epiroc is a multinational company with a presence in 150 countries, which, with innovative technology, develops and provides safe and state-of-the-art equipment, such as drilling machinery and construction tools for use in surface and underground mining.

It also offers world-class after-sales services and solutions for automation, digitalization, and electrification.

Life at Epiroc

By joining our team, you will be part of a group of knowledgeable and helpful colleagues who live by our core values:
collaboration, commitment and innovation.

The work environment in the mining and construction industries presents unique and interesting challenges that you will not find in other industries.

Our culture is characterized by care for work-life balance, professional development, global professional opportunities, and an epic benefits package.

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.

Requirements:

Five to ten years of Epiroc Fleet Experience preferred
Experience leading or managing a team
High school diploma required, post-secondary education preferred or equivalent work experience with 3-5 years in a Technical Service or Inside Sales.
Must possess excellent oral and written communication skills
Mining and/or construction industries experience is highly preferred
Proficiency in Word, Excel, Outlook, and 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.

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.

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 ***

Read the full job description and apply online on the recuiter's web-site

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