Customer Care Representative in Timmins

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
• 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 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 working either underground or surface on Epiroc/Heavy Equipment
• 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

Skills and Abilities:

• Must possess excellent oral and written communication skills
• Must be self-motivated, detail oriented, able to manage multiple priorities and highly organized

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.

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.

Accommodation is 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.

The work environment reflects typical conditions encountered while performing the essential functions of this role in an office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. The noise level is generally low to moderate.

Expected compensation range: CAD $65,000 - $90,000 base salary, plus eligibility for a 12% annual bonus. Final compensation will be determined based on qualifications, skills, and relevant experience.