Customer Care Representative

United in Performance. Inspired by Innovation.

Location:

Remote

Work Type:

Full-time: Monday to Friday, 40 hours a week

Sponsorship & Relocation:

This opportunity isNOT approved for Visa sponsorshipand only candidates who currently have the right to work in the United States of America will be considered

This opportunityDOES NOT provide relocation

Mission:

The Customer Care Technical Representative is the customer relationship expert responsible for upselling and maximizing customer satisfaction. This role is the key point of contact for daily customer business, maintaining strong relationships with existing customers and developing relationships with new customers. Providing a legendary customer experience is vital and will be one of the main goals of this role while always exhibiting a courteous and professional demeanor in all communications with customers and internal staff.

The work environment is representative of what an employee encounters while performing the essential functions of this job within an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. The noise level in the work environment is usually low to moderate.

Responsibilities:

• Provide technical parts support to customers internally and externally, maintaining technical documentation across all Epiroc product lines with a strong commitment to detail and accuracy.
• Respond to incoming phone calls and emails from all sales channels, create customer quotes and proposals, and address inquiries about stock balance, pricing, lead times, delivery, parts information, specifications, and availability.
• Efficiently manage the inside sales process in a profitable manner, achieving high customer satisfaction by providing support to active and prospective customers and our Sales Team.
• Investigate problems relating to part sales, pricing, deliveries, returns, credits, and technical issues, adhering to established guidelines and procedures.
• Partner with order fulfillment on logistics, expediting orders and delivery of parts to customers, ensuring tasks are completed on time and correctly.
• Assist with warranty work order processes, submitting claims as required, and monitoring orders to ensure timely completion, providing structured support and direction.
• Participate in employee development programs including product and application training, business, and personal development opportunities.
• Provide formal training for customers and dealers
• Provide support to internal team for training and development

Requirements:

• Bachelor's degree preferred or equivalent work experience, and 5+ years of relevant work experience in a Technical Inside Sales/Customer Service role
• Mining and/or construction industries experience is highly preferred
• Proficiency in MS Office, especially Word, Excel and Outlook are required
• Must possess excellent oral and written communication skills, with a focus on technical, analytical communication
• Self-motivated, detail-oriented, highly organized being able to manage multiple priorities at once ensuring high quality standards and accuracy
• May be required to work on-call hours as business needs require
• Full cycle sales management & B2C/B2B experience preferred

Benefits:

• Compensation: Hourly pay rate $33.00/hr - $45.00/hr
• Benefits eligibility begins the 1st of the month after start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness program
• Employee discounts
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Direct deposit
• Tuition reimbursement program
• Paid Vacation

Life at Epiroc:

We are Epiroc, a leading productivity partner for the mining and infrastructure industries. By joining Epiroc, you can expect an atmosphere of creativity and innovation, 'Dare to Think New.' With innovative technology, we develop and produce innovative drill rigs, rock excavation and construction tools. The company was founded in Stockholm, Sweden and has passionate people supporting and collaborating with customers in more than 150 countries.

Employment at Epiroc Drilling Solutions LLC is "at-will," which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as acknowledgment of receipt and does not create a contract of employment.

Epiroc Drilling Solutions LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Note: 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.

This job posting will remain open until the position is filled.

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 from their leaders. We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere. Diversity and sustainability are key to grow fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries.

Learn more atwww.epirocgroup.com