The Customer Care Specialist serves as the point of contact for handling customer requests and turning them into accurate, timely orders.
Collaborating closely with internal teams, they ensure a smooth quote-to-order process that builds trust and nurtures long-term customer relationships.
This role functions within an account-based model, enabling a deeper understanding of customer needs and delivering a more seamless customer experience.
It is designed to flexibly respond to varying customer engagement requirements through one of the following responsibilities:
• Key Account: Dedicated to high-value or strategic accounts, working closely with Sales Account Owners, Key Account Managers, and Business Development Managers.
• On-Demand: Owns the interactions and orders from a shared pool of customers, ensuring responsive service for all accounts.
• On-Site: Based on-site to deliver responsive customer care including site specific warehouse operations such as forklift operations, goods handling, and safety practices to help ensure accurate and timely supply of parts and consumables.
As processes and systems continue to evolve, Customer Care Specialists will play a pivotal role as power users of essential platforms, including E-Commerce, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) systems.
Order Processing Management
• Prepare quotes or validate customer purchase orders (POs) for completeness, compliance, and accuracy prior to order entry.
• Execute manual and Electronic Data Interchange (EDI) order entry for parts and capital equipment.
Pre-Shipment Operations
• Confirm order details with customers, ensuring acknowledgment and clarity.
• Manage order changes or cancellations prior to shipment in coordination with internal teams.
• Review and verify estimated delivery schedules to mitigate risks of delays.
Stock Returns Credits
• Initiate stock return requests, coordinating with Supply Chain for approval and execution.
• Accurately process financial credit requests for orders, from initiation, approval to issuance with attention to details and efficiency Customer Engagement
• Maintain positive and professional interactions with customers through phone, email, and online channels.
• Address inquiries and concerns, providing timely and effective resolutions.
Cross-Functional Coordination
• Collaborate with Sales, Product Line Management, Supply Chain and Finance teams to ensure smooth order flow and seamless customer experience.
• Aligning customer requirements with internal processes, ensuring effective coordination and resolution of escalations across cross-functional teams.
Customer Service
• Deliver timely and professional verbal and written responses to price and availability inquiries from both internal and external customers, ensuring prompt follow-up.
• Manage communication and coordinate customer back orders, proactively expediting overdue parts to meet service expectations.
• Participate in the after-hours on-call roster as needed to support continuous customer service coverage.
Stakeholder Engagement
• Liaise with internal teams on any issues relating to parts sales, inventory holdings or customer feedback.
• Provide information on local competitor activity, and assist with C4S sales reporting Team Work
• Ability to work across regional divides and assist wherever help is needed across the country, with the ability to travel to other branch locations to provide coverage when required.
Safety
• Understand and comply with Epiroc OH S Policies
• Perform any SHEQ duties as required 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.
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