Returns & Nonconformance Specialist

About Epiroc:

Epiroc is a multinational company with a presence in 150 countries; which with innovative technology, develops and provides safe and state-of-the-art equipment, such as drilling machinery and construction tools for use in surface and underground mining.

It also offers world-class after-sales services and solutions for automation, digitalization and electrification.

Life at Epiroc

By joining our team, you will be part of a group of knowledgeable and helpful colleagues who live by our core values: collaboration, commitment and innovation.

The work environment in the mining and construction industries presents unique and interesting challenges that you will not find in other industries.

Our culture is characterized by care for work-life balance, professional development, global professional opportunities and an epic benefits package.

Epiroc offers rewarding experiences and professional growth opportunities. Recognition for your hard work includes:

• 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
• Paid Sick Time

Join Our Team as a Returns and Non-Conformance Specialist at Epiroc!

Work Type (Onsite/Hybrid/Remote): Onsite

Your Mission:

A Returns and Non-Conformance Specialist is responsible for managing product returns and addressing non-conformance issues to ensure customer satisfaction and operational efficiency. This role involves direct interaction with customer centers, suppliers, and internal teams to resolve return requests and outbound non-conformance issues. Additionally, the specialist must analyze data trends, utilize Pareto analysis, monitor customer complaints, collaborate with multiple teams, and work closely with inbound replenishment and transportation groups. This role also requiresinventory verification, ensuring parts meet quality and compliance standards, and assisting the returns operator by documenting returned packages.

Responsibilities:

• Returns Management: Process return requests, issue credit notes, and ensure compliance with company policies.
• Non-Conformance Resolution: Investigate and resolve outbound non-conformance issues, collaborating with inventory management and quality control teams.
• Customer Complaint Monitoring: Track and analyze customer complaints to identify recurring issues, communicate with customers in a timely manner.
• Corrective Action Implementation: Work with cross-functional teams to develop and implement solutions that prevent future occurrences.
• Continuous Improvement Initiatives: Identify opportunities for process optimization and efficiency improvements.
• Process Improvement: Analyze error patterns and collaborate with logistics teams to enhance accuracy.
• Inbound Replenishment Collaboration: Work with inbound replenishment team(s) to ensure customer satisfaction.
• Transportation Coordination: Work with transportation team(s) to ensure customer satisfaction.
• Inventory Floor Checks: Request physical inventory inspections to verify stock accuracy and parts quality.
• Collaboration with Inventory Specialists: Work closely with inventory specialists to ensure parts meet quality and inventory is accurate. Address inventory issues.
• Data Analysis & Reporting: Analyze return and non-conformance data to identify trends and root causes.
• Pareto Chart Creation: Utilize Pareto analysis to prioritize issues and recommend corrective actions.
• Cross-Functional Collaboration: Work closely with operations, quality assurance, and customer service teams to streamline processes.
• Compliance & Quality Control: Ensure adherence to company standards and regulatory requirements.
• Return Package Documentation: Take pictures of returned packages and pallets to provide visual records for processing.
• Returns Operator Support: Assist the returns operator by providing necessary information to expedite customer returns.

Your profile:

• Education: High school or Associate's degree or equivalent job experience preferred.
• Experience: 3-5 years of experience in customer service, inventory management, and logistics.
• Technical Skills: Proficiency in Microsoft Office, and data analysis tools.
• Analytical Skills: Ability to interpret data, identify trends, and create Pareto charts to drive improvements.
• Customer Complaint Management: Experience in tracking, analyzing, and resolving customer complaints in a timely manner.
• Problem-Solving: Strong ability to develop and implement corrective actions to prevent recurring issues.
• Continuous Improvement Mindset: Ability to identify inefficiencies and propose solutions for operational enhancements.
• Cross-Functional Teamwork: Experience working with multiple departments to achieve shared goals.
• Inbound & Transportation Coordination: Ability to collaborate with replenishment and transportation teams to optimize workflows.
• Returns Documentation: Ability to take clear and accurate photos of returned packages for processing.
• Soft Skills: Strong attention to detail, communication skills, and ability to work collaboratively.
• Sense of Urgency: Capable of handling time-sensitive tasks efficiently.

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.

A place where we all matter. Epiroc's diversity approach is holistic, and our goal is to continue attracting, developing and retaining talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives.

Employment at Epiroc 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.

Epiroc 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.

Diversity and sustainability are key to growing fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries. Learn more at Epiroc.com.

Epiroc is a global productivity partner for mining and construction customers, and accelerates the transformation toward a sustainable society. With ground-breaking technology, Epiroc develops and provides innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. The company also offers world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Epiroc is based in Stockholm, Sweden, had revenues of more than SEK 60 billion in 2023, and has around 18 200 passionate employees supporting and collaborating with customers in around 150 countries. Learn more at