Epiroc Drilling Solutions, LLC

Customer Service Representative

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Description/Job Summary

This position will have direct interaction, via heavy telephone contact with the customer center and stores and is responsible for order fulfillment and parts identification within the aftermarket parts/sales department.

Responsibilities/Duties

 Coordinate with the procurement and buyer/planner functions, Engineering, Parts Marketing and Manufacturing to ensure accurate and on time delivery of customer order material, backordered items, parts pricing and product identification.

 Coordinate drop and special shipments for high priority orders.

 Maintenance of customer files and product identification materials.

 Maintain customer orders by processing changes, auditing holds, coordinating pricing, etc.

 Review order backlogs, expedite shortages, and communicate order status information.

 Communicate missed shipments.

 Liaison with multiple departments to ensure customer satisfaction through proper coordination of on-time order throughput.

 

Parts that are shipped may be lost, over shipped or shipped incorrectly. This will cause delays, extra expense and customer dissatisfaction. The solution is to research the specific shipment documentation, determine possible causes of the process failure and take necessary action to ensure the same infraction will not be repeated.

 

The Account Representative may also face problems that arise due to incorrect documentation. The solution is to work with engineering and publications through the ECR (Engineering Change Request) process to correct documentation.

 

Determine for the customer what parts are needed to successfully complete the repair or conversion of their machine using the information supplied by customer in conjunction with documentation at Drilling Solutions, the Account Representatives’ product knowledge and AC’s procedures and practices.

Required Skills

 Good project management skills

 PC skills; i.e. Microsoft Office

Required Experience

0-5 Years experience

Required Education

Associate’s Degree or equivalent

Required Qualifications

 Excellent oral and written communication skills

 Ability to interact with peers in all departments to achieve common goals

 Ability to represent Atlas Copco in a professional manner

 Exhibit sense of urgency

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Atlas Copco is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, and gender identity.