Customer Care Representative - Alton - Epiroc

Description

Customer Care Representative – Key Account

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

Epiroc is a global productivity partner for mining & construction customers. Our headquarters is in Stockholm, Sweden. We support customers in over 150 countries.

Job Overview

Location: Epiroc Canada Customer Center – Onsite. Shift: Monday – Monday 6:00 am – 6:00 pm.

Responsibilities

• Provide commercial and technical parts support to the key account.
• Respond to inquiries about 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.
• Investigate and resolve issues related to parts prices, deliveries, non-conformances as well as damaged or short shipments.
• Represent Epiroc and liaise directly with customer and Epiroc internal stakeholders from Customer Care, Technical Service, Sales Team and Warehouse team.
• Represent Epiroc in onsite customer meetings ensuring good communication and alignment on customer and Epiroc expectations.
• Process returns and credits.
• Work with both RDC and GDC inbound replenishment and order fulfillment to expedite orders and actively seek alternatives to improve delivery and reduce backorders. Act as an escalation point for the customer with a focus on manual allocations and finding alternative solutions.
• Coordinate and lead customer engagement activities from proactive selling to follow-up and expediting open orders with external sales team and supply chain.
• Handle all warehousing activities on site, including receiving, inspecting, put‑away, shipments to preparing shipments and delivery to the customer. Maintain accurate inventory with annual and cycle counts. Coordinate with central warehousing team to ensure accurate inventory and correct receiving/invoicing activities.
• Report parts receiving discrepancies or damage and ensure corrective actions are taken to reconcile inventory.
• Organize storage layout to optimize efficiency; manage pick‑and‑pack operations and parts delivery coordination, ensuring timely fulfillment.
• Operate forklift safely to move and organize inventory, adhering to safety protocols.
• Work rotating 12‑hour day shift schedules demonstrating flexibility and commitment.
• Participate in on‑call rotation to assist with customer emergency breakdowns, ensuring timely response and resolution of urgent issues.
• Maintain a courteous and professional demeanor and communication with customers and internal staff.
• Participate in employee development programs including product and application training, business and personal development opportunities.

Knowledge, Skills and Abilities

• Excellent oral and written communication skills.
• Persons in the Mining and/or construction industry will only be considered.
• 5+ Years working in the Heavy Equipment Industry in parts and warehousing.
• Valid forklift operator certification preferred or willingness to obtain one.
• Parts Technician with Red Seal Certification is an asset/preferred.
• Proficiency in Microsoft Applications such Word, Excel, Outlook are an asset.
• Experience in M3 is an asset.
• Must be self‑motivated, detail oriented, able to manage multiple priorities and highly organized.

Experience

• 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.
• Additional tasks and duties may be required.

Compensation

CAD 30.00 per hour – CAD 35.00 per hour with built in overtime, based on salary, potential/historic bonuses for position, and any other wage compensation.

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 We thank all applicants; however, please keep in mind that only those who qualify for an interview will be contacted.

EEO Statement

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. Accommodations are always available on request. 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.

#J-18808-Ljbffr