Customer Care Lead

2 weeks ago


Edmonton, Canada Epiroc Customer Center Full time

_**Customer Care Lead - Edmonton, AB**_

**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 Edmonton, AB


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