Customer Care Specialist

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 ManagersManaging customer interactions and orders across a shared customer portfolioDeliver hands-on customer support while assisting with warehouse operations, forklift activities, goods handling, and maintaining a strong commitment to workplace safety and complianceActing 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 completenessProcess manual and EDI orders for parts and capital equipmentEnsure timely and accurate order entry and order management

Customer Service & Communication

Deliver professional customer support via phone, email, and online channelsRespond promptly to pricing and availability enquiriesConfirm order details and maintain clear communication throughout the order lifecycleCoordinate backorders and expedite overdue parts where requiredParticipate in after-hours on-call support as needed

Operational Support

Coordinate order changes, cancellations, returns, and customer creditsMonitor delivery schedules and proactively address delaysSupport warehouse and on-site operational activities where required

Collaboration & Stakeholder Engagement

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

Safety & Compliance

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

About You

To succeed in this role, you will ideally possess:

Strong customer service and communication skillsExcellent attention to detail and organisational abilitiesExperience in order processing, customer support, or supply chain coordinationThe ability to manage competing priorities in a fast-paced environmentStrong teamwork and stakeholder engagement skillsExperience using CRM, ERP, or E-Commerce systems (preferred)Forklift licence or warehouse experience (advantageous for on-site roles)

What We Offer

Competitive remuneration packageGenerous paid parental leave for all parentsAbove-NES long service leave benefitsYears of service recognition awardsCompany-paid Income Protection insuranceSupport of a global company with unlimited career and mobility opportunitiesA huge array of training opportunities including internal product training, access to e-learning and education assistance to study externallyOpportunity 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.

It all starts with people. The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed, we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation, together with customers and business partners in more than 150 countries, by developing and providing innovative and safe equipment, digital solutions, and aftermarket support.

All new thinkers are welcome. We are looking for those who want to develop, grow, and dare to think new. In Epiroc we attract, develop, and retain diverse talent valuing authenticity and unique perspectives, driving our spirit of innovation. We foster an inclusive culture where diversity isn't just a goal but a part of our values and way of working. This is how we do business for a sustainable future.  Learn more at www.epiroc.com