Customer Care Representative

About us. Epiroc is a global productivity partner for mining & construction customers and accelerates the transformation toward a sustainable society. With ground-breaking technology, we develop and provide innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. We also offer world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Our global headquarters is based in Stockholm, Sweden and we have around 18,000 passionate employees supporting and collaborating with customers in over 150 countries around the world. Learn more at epirocgroup.com.

We succeed in our core business because we are passionate innovators with courage to change. With collaboration and mutual confidence, teams and individuals trust and support each other’s abilities to offer solutions. Together, we lead the way to make mining and construction more sustainable.

Epiroc offers rewarding experiences and professional growth opportunities. Recognition for your hard work includes:

• Competitive wages and annual employee bonus and incentives as applicable to certain positions.
• Family-friendly benefits package.
• Company matching group retirement savings plan.
• Paid vacation and sick time.
• Fleet vehicles and travel allowances (as applicable).
• Support for relocations.
• Employee perks and discounts.
• Trades apprenticeships.
• Support for growth, training and education.
• Progressive flexible work arrangements as applicable to certain positions.
• Employee social engagement activities and Company-sponsored events including fundraising, family, and community involvement.

Join Our Team as a Customer Care Representative at Epiroc!

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. 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.
• 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.

We want you to take part in our journey. 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.

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 of their leaders. We are committed to giving you every opportunity to succeed in a culture of innovation, diversity, and collaboration, combined with a caring atmosphere.

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 www.epiroc.com

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.

This job will be posted until 11/11/2026, after which applications will no longer be accepted.

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.