Customer Care Specialist

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.
Learn more at www.epirocgroup.com.

We are seeking a proactive and customer-focused Customer Care Specialist to join our team.

In this role, you will act as the primary point of contact for customer requests, ensuring accurate and timely processing of quotes and orders while delivering exceptional customer experience. Working collaboratively across Sales, Supply Chain, Finance, and Product teams, you will help drive a seamless quote-to-order process and build strong, long-term customer relationships.

This opportunity offers flexible location options and can be based in Mackay, Adelaide, Orange or Perth.

About the Role:

This role operates within an account-based customer model and may involve responsibilities across a range of customer engagement areas, including:

• Supporting strategic and high-value customers alongside Sales Account Owners, Key Account Managers, and Business Development Managers
• Managing customer interactions and orders across a shared customer portfolio
• Deliver hands-on customer support while assisting with warehouse operations, forklift activities, goods handling, and maintaining a strong commitment to workplace safety and compliance
• Acting as a key user of E-Commerce, CRM, and ERP systems as business processes continue to evolve

Key Responsibilities:

Order Processing & Coordination

• Prepare quotations and validate customer purchase orders for accuracy and completeness
• Process manual and EDI orders for parts and capital equipment
• Ensure timely and accurate order entry and order management

Customer Service & Communication

• Deliver professional customer support via phone, email, and online channels
• Respond promptly to pricing and availability enquiries
• Confirm order details and maintain clear communication throughout the order lifecycle
• Coordinate backorders and expedite overdue parts where required
• Participate in after-hours on-call support as needed

Operational Support

• Coordinate order changes, cancellations, returns, and customer credits
• Monitor delivery schedules and proactively address delays
• Support warehouse and on-site operational activities where required

Collaboration & Stakeholder Engagement

• Work closely with Sales, Product Management, Supply Chain, and Finance teams
• Support escalation management and align customer requirements with internal processes
• Assist with reporting and provide market or competitor feedback
• Support regional teams and travel to branch locations when operational coverage is required

Safety & Compliance

• Adhere to all OH&S and SHEQ policies and procedures
• Promote and contribute to a strong safety-first culture

About You

To succeed in this role, you will ideally possess:

• Strong customer service and communication skills
• Excellent attention to detail and organisational abilities
• Experience in order processing, customer support, or supply chain coordination
• The ability to manage competing priorities in a fast-paced environment
• Strong teamwork and stakeholder engagement skills
• Experience using CRM, ERP, or E-Commerce systems (preferred)
• Forklift licence or warehouse experience (advantageous for on-site roles)

What We Offer

• Competitive remuneration package
• Generous paid parental leave for all parents
• Above-NES long service leave benefits
• Years of service recognition awards
• Company-paid Income Protection insurance
• Support of a global company with unlimited career and mobility opportunities
• A huge array of training opportunities including internal product training, access to e-learning and education assistance to study externally
• Opportunity to be part of a values-driven company, committed to your professional development

If you are passionate about delivering outstanding customer service and enjoy working in a collaborative and fast-paced environment, we would love to hear from you.