Customer Service Representative

Additional Information

• This position does not offer visa sponsorship. Applicants must be legally entitled to work in Canada.

• Hours of Work: Monday to Friday, 10am ET - 7pm ET 

• Holiday Schedule: This role is based in Canada and supports a U.S.-based team. In accordance with the Ontario Employment Standards Act (or applicable provincial employment standards legislation), the Company and the employee may agree to substitute certain Canadian statutory holidays with corresponding U.S. statutory holidays to align with business operations. Under this arrangement, the employee will work on the applicable Canadian statutory holiday and instead observe an agreed-upon U.S. statutory holiday as a substitute day off, ensuring full compliance with Canadian statutory holiday entitlements. For example, Canadian Thanksgiving Day (second Monday in October) may be substituted with U.S. Thanksgiving Day (fourth Thursday in November). Where a substitution applies, the employee will receive the substitute day off in lieu of the Canadian statutory holiday and will not receive additional statutory holiday premium pay for the worked Canadian holiday.

• Compensation: CAD55,000 - CAD58,000

• Existing Vacancy: Yes

Job Overview
The Customer Service Representative will support the sale of globally manufactured drilling equipment and performance tooling to the North America customer base. This role ensures that customer requirements are understood and that delivery commitments are met, fostering positive customer relationships while maintaining a smooth, efficient service process.

Key Responsibilities

• Order Management - Proactively manage customer orders, including quoting, bookings, back orders, and data entry.

• Customer Service - Provide excellent customer service by promptly answering queries and processing sales.

• Telephone Sales - Execute sales via telephone, offering solutions to customer needs.

• Claims Management - Manage and process claims assessments and Return of Material Authorization (RMA).

• Sales Support - Support Managers with sales activities and administrative tasks.

• Transactional Sales - Drive transactional sales and implement direct marketing activities as instructed by the Business Development Manager.

• Delivery & Troubleshooting - Oversee product delivery and assist with troubleshooting when necessary.

• Customer Relationship Management - Build and maintain ongoing relationships with existing customers.

• Administrative Tasks - Undertake necessary administrative tasks related to sales and customer service.

• Inventory Support - Assist with inventory functions, stock control, and inventory management.

• All other reasonable duties as assigned.

Key Skills & Competencies

• Customer Service Excellence: Demonstrates strong focus on customer needs and satisfaction.

• Communication: Excellent written and verbal communication skills.

• Listening & Questioning Skills: Able to actively listen and ask the right questions for accurate service.

• Prioritization: Ability to prioritize tasks and responsibilities efficiently.

• Microsoft Office: Strong proficiency in Excel, Access, PowerPoint.

• Analytical Skills: Excellent analytical skills, able to troubleshoot and find solutions.

• Technical Savvy: Comfortable with technology and systems such as Oracle (preferred).

• Teamwork: Works well in a team-focused environment.

Qualifications

Education: High school diploma or equivalent. College degree is a plus.

Experience:

• Minimum of 2 years of experience in a similar customer service or customer-facing role, preferably in industries such as drilling, mining, or construction.

Languages: Proficiency in English is required. Other languages are a plus, depending on the region.

Physical and Environmental Conditions
Work Environment: Office-based, with potential customer site visits.
Lifting Requirements: Able to lift light to moderate weights when handling materials, if applicable.

Compensation, Benefits and Perks
Talented people are attracted to companies with long-term success and a supportive workplace culture that encourages work-life balance. Boart Longyear offers competitive pay, comprehensive benefits, and career advancement opportunities. If hired, you can expect: 

• a strong compensation plan

• medical, vision, and dental program

• retirement program

• employee recognition rewards program (BRAVO)

• employee assistance program

Company Overview
Established in 1890, Boart Longyear is the world's leading provider of innovative, safe, and productivity-driven drilling equipment and tooling. With a primary focus on mining and exploration activities spanning a wide range of commodities—including copper, gold, nickel, zinc, uranium, and other metals and minerals—the Company also supports activities in the energy, oil sands exploration, and environmental sectors.

The Drilling Products division delivers advanced research and development capabilities and holds hundreds of patented designs to manufacture, market, and service reliable drill rigs, innovative drill string products, rugged performance tooling, durable drilling consumables, and high-quality parts for customers worldwide. These products are engineered to meet the evolving needs of the global drilling industry, offering maximum performance, reliability, and safety in the most demanding conditions.

Our People
At Boart Longyear, people are our most important asset. We recognize that the best ideas emerge through collaboration among individuals with diverse backgrounds, experiences, and perspectives. That is why we are committed to fostering diverse, inclusive teams and work environments free from discrimination and harassment—spaces where everyone can contribute and be heard.

Our Vision
To create products and solutions that empower the exploration and extraction of minerals to enable life and prosperity.

Our Values
Our success as a business depends on how we operate. The how is the distinctive way in which we conduct our business, guided by our values of:

• Integrity

• Health & Safety

• Teamwork & Diversity

• Customer Focus

• Sustainability

Boart Longyear is headquartered in Salt Lake City, Utah, USA. Visit our website, and follow Boart Longyear on social media: LinkedIn, Facebook, Instagram and Twitter.

Boart Longyear is committed to providing accommodations throughout the recruitment process to applicants with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation, please advise us in advance so appropriate arrangements can be made.
We are an equal opportunity employer and value diversity in our workforce. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. As an Equal Opportunity Employer, we thank all who apply but will only be contacting those selected for an interview. Please apply online at 

For purposes of Ontario's job-posting requirements, Boart Longyear will assume that AI is in use whenever any machine-based system, automated tool, or algorithm (including those embedded in third-party platforms such as Dayforce/Brassring) is used to support job drafting, screening, ranking, matching, or assessment of applicants. In these cases, the job posting will include the required disclosure that AI is used as part of the recruitment process.