Customer Care Lead
2 weeks ago
_**Customer Care Lead - Mississauga, ON**_
**RESPONSIBILITIES**:
Provide technical/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
Assist in investigating problems relating to Part Sales, Pricing, Deliveries Returns inspections, Credits and Technical issues
Grow parts revenue - new and reman components
Work closely with the sales group to ensure proper synergies are leading to more revenue
Work with both RDC and GDC inbound replenishment and order fulfillment to expedites 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.
As lead you will also be responsible to guide a team of Customer Care Representatives to work with agility to achieve maximum results and customer satisfaction
Maintain a courteous and professional demeanor and communication with customers and internal staff at all times
**KNOWLEDGE, SKILLS AND ABILITIES**:
Must possess excellent oral and written communication skills
Mining and/or construction industries experience is highly preferred
Proficiency in Word, Excel, Outlook, DocMine preferred
Experience in BPCS, M3, Team Center and Sharepoint is an asset
Must be self-motivated, detail oriented, able to manage multiple priorities and highly organized
**EXPERIENCE**:
Five to ten years of Epiroc Fleet Experience preferred
Experience leading or managing a team
High school diploma required, post-secondary education preferred or equivalent work experience with 3-5 years in a Technical Service/Inside Sales/ Proposal Preparation role
- ** Additional tasks and duties may be required **_
**Job Types**: Full-time, Permanent
**Benefits**:
- Company pension
- Dental care
- Extended health care
- Life insurance
- Vision care
Schedule:
- 8 hour shift
Work Location: Hybrid remote in Mississauga, ON
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