Customer Service Representative 1 1

United in Performance. Inspired by Innovation.

The Customer Service Representative is the customer relationship expert within the Supply Chain organization 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:

• 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
• Create quotes, sales orders, return merchandise authorizations (RMAs), proposals, invoices, and new accounts
• Assist in investigating issues relating to inventory, pricing, deliveries, returns, credits and technical issues
• Track incoming shipments and backorders
• Accurate daily filing of customer orders, invoices, acknowledgements and departmental communication
• 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
• Coordinate customer credits for routine and quarterly parts and consumables returns, warranty reimbursements, dealer and customer rebates and core returns
• 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

Requirements:

• High school diploma or equivalent education is required
• Minimum of three years' of relevant customer service experience
• Mining and/or construction industries experience is highly preferred
• Proficiency in MS Office, especially Word, Excel and Outlook is required
• Exceptional verbal and written communication skills are required
• Must be self-motivated, detail oriented and highly organized
• May be required to work On-Call hours as business needs require

Employee Benefits:

We offer a highly competitive employee benefits package, including:

• Health care eligibility, including medical, dental, vision, prescription and telemedicine
• Company paid holidays
• Company paid sick leave
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• 401(k) plan with employer match
• Tuition reimbursement program
• Paid vacation (accrued based on Epiroc years of service)
• Wellness program
• Employee Assistance Program
• Employee discounts
• Short- and long-term disability insurance
• Life and AD&D insurance
• Direct deposit

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.

Employment at Epiroc USA LLC is "at-will," which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as acknowledgment of receipt and does not create a contract of employment.

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.