Customer Care Representative

United in Performance. Inspired by Innovation.

Performance unites us, innovation inspires us, and commitment drives us to keep moving forward. Count on Epiroc to deliver customer-oriented solutions needed to succeed today and the technology to lead tomorrow. To do this, we believe in diverse teams that work together across borders to develop, produce, market and service the most innovative products available. Grow your career at Epiroc Group!

Our Epiroc USA LLC Customer Center, is now recruiting for a Customer Care Representative, based in Temecula, CA. This position is the customer relationship expert responsible for upselling and maximizing customer satisfaction. They are the key point of contact for daily customer business, maintaining strong relationships with existing customers and developing relationships with new customers.

The work environment is representative of what an employee encounters while performing the essential functions of this job within an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low to moderate.

Responsibilities:

• Providing a legendary customer experience is vital and will be one of the main goals of this role
• Respond to inquiries of stock balance, pricing, lead time, delivery, parts information, specifications, and availability
• Answer incoming phone calls and e-mails from all sales channels
• Responsible for providing support to our active and prospective customers and our Sales Team to efficiently manage the inside sales process in a profitable manner, achieving high customer satisfaction
• Work closely with the Sales Team to ensure proper synergies are leading to increased revenue
• Assist in investigating concerns relating to Part Sales, Pricing, Deliveries, Returns, Credits and Technical issues
• Actively assists in growing Parts Revenue
• Partner with order fulfillment as needed, including expediting orders as needed and parts delivery to customers
• Create quotes and return merchandise authorizations (RMAs) proposals
• Work with customers on planning future dated parts ordering and proactive planning of anticipated future needs
• Follow-up outstanding customer orders and proposals to ensure timely processing by specified due dates
• Invite customers to utilize Epiroc e-commerce platforms
• Assist with warranty work order process, submitting claims as required and monitoring orders to conclude in a timely manner
• Maintain technical documentation
• Provide warranty support, collate documentation to validate claims, discuss claims with Product Application Experts, and coordinate through completion
• Participate in employee development programs including product and application training, business and personal development opportunities
• Maintain a courteous and professional demeanor and communication with customers and internal staff at all times

Requirements:

• Bachelor’s degree preferred or equivalent work experience of 3-5 years in an Inside Sales/Proposal/Customer Service role
• High School Diploma or equivalent required
• Full cycle sales management & B2C/B2B experience is highly preferred
• Mining and/or construction industries experience is highly preferred
• Proficiency in MS Office, especially Word, Excel and Outlook required
• Exceptional oral, verbal and written communication skills required
• Must be self-motivated, detail oriented and highly organized
• Ability to organize and manage multiple priorities
• Residency in the Temecula, CA area

Benefits:

• Benefits eligibility begins the 1st of the month after start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness program
• Employee discounts
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Direct deposit
• Tuition reimbursement program
• Paid Vacation – accrual based on Epiroc years of service

Pay Range:

$26.00 - $35.00 per hour (This is a hourly paid position with overtime eligibility. Compensation determination based upon job related factors, such as experience, education, geographic location and other criterion).

Company presentation:

Epiroc is a leading productivity partner for the mining, infrastructure and natural resources industries. With cutting edge technology, Epiroc develops and produces innovative drill rigs, rock excavation and construction equipment, and provides world-class service and consumables. The company was founded in Stockholm, Sweden, and has passionate people supporting and collaborating with customers in more than 150 countries. Epiroc had revenue in 2021 of $ 4.4 billion USD and has more than 15,000 employees worldwide. Principal product development and manufacturing units of Epiroc are located in Sweden, the United States, Canada, China and India.

Being the best, is a challenge that we love to live up to. By keeping an open mind and listening to our employees and customers, we continuously set new industry standards and improve the way we work.

Diversity is key to grow fresh and innovative ideas and solutions for our customers. In the 150 countries where you can find us, we encourage our employees to take ownership of their own development and careers with the support from their leaders. This way our employees can grow in the business, wherever they are at their careers, from entry level to senior leadership. We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere.

Epiroc USA LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Note: 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.

Learn more at www.epirocgroup.com