SC.Customer Service - Customer Service Rep 4

Established in 1890, Boart Longyear is the world’s leading provider of innovative, safe, and productivity-driven drilling equipment and tooling. With a primary focus on mining and exploration activities spanning a wide range of commodities - including copper, gold, nickel, zinc, uranium, and other metals and minerals - the Company also supports activities in the energy, oil sands exploration, and environmental sectors.

Boart Longyear's Drilling Products division delivers advanced research and development capabilities and holds hundreds of patented designs to manufacture, market, and service reliable drill rigs, innovative drill string products, rugged performance tooling, durable drilling consumables, and high-quality parts for customers worldwide. These products are engineered to meet the evolving needs of the global drilling industry, offering maximum performance, reliability, and safety in the most demanding conditions.

Business Title : Customer Service Representative

Function : Sales and Marketing

Grade : 16

Compensation Range : $55,000 to $58,000

Hourly or Salaried : Salaried

Location : North Bay, Canada

Business Line : Drilling Products

Reports To : Customer Service Regional Manager – US & Canada

Direct Reports : None

Travel Requirements : Travel may be required for customer visits. Less than 10%

Job Overview

The Customer Service Representative will support the sale of globally manufactured drilling equipment and performance tooling to the assigned customer base. This role ensures that customer requirements are understood and that delivery commitments are met, fostering positive customer relationships while maintaining a smooth, efficient service process.

Key Responsibilities

Order Management

• Proactively manage customer orders, including quoting, bookings, back orders, and data entry.

Customer Service

• Provide excellent customer service by promptly answering queries and processing sales.

Telephone Sales

• Execute sales via telephone, offering solutions to customer needs.

Claims Management

• Manage and process claims assessments and Return of Material Authorization (RMA).

Sales Support

• Support Managers with sales activities and administrative tasks.

Delivery & Troubleshooting

• Oversee product delivery and assist with troubleshooting when necessary.

Customer Relationship Management

• Build and maintain ongoing relationships with existing customers.

Administrative Tasks

• Undertake necessary administrative tasks related to sales and customer service.

Inventory Support

• Assist with inventory functions, stock control, and inventory management.

Other Duties

• All other reasonable duties as assigned.

Key Skills & Competencies

• Customer Service Excellence: Demonstrates strong focus on customer needs and satisfaction.
• Communication: Excellent written and verbal communication skills.
• Listening & Questioning Skills: Able to actively listen and ask the right questions for accurate service.
• Prioritization: Ability to prioritize tasks and responsibilities efficiently.
• Microsoft Office: Strong proficiency in Excel, Outlook, Word, PowerPoint.
• Analytical Skills: Excellent analytical skills, able to troubleshoot and find solutions.
• Technical Savvy: Comfortable with technology and systems such as Oracle (preferred).
• Teamwork: Works well in a team-focused environment.

Qualifications

Education

• High school diploma or equivalent. College degree is a plus.

Experience

• Minimum of 2 years of experience in a similar customer service or customer-facing role, preferably in industries such as drilling, mining, or construction.

Languages

• Proficiency in English and French is required.

Physical and Environmental Conditions

Work Environment

• Hybrid position based in the office Monday through Thursday, with remote work on Fridays. Occasional travel to customer sites may be required.

Lifting Requirements

• Able to lift light to moderate weights when handling materials, if applicable.

Environmental Health & Safety

Required

Boart Longyear is committed to protecting the health and safety, physical, psychological, and social well-being of our employees, contractors, and visitors at all of our sites and facilities. We also commit to protecting the environment and the communities in which we operate. All employees and contractors of Boart Longyear are required to:

• Apply the THINK process to ensure no harm to people, property, or the environment.
• Correctly use required safety equipment, PPE, and follow Standard Work Procedures.
• Comply with the Golden Rules of Safety and the Rules of the Road.
• Use Stop Work Authority to control unsafe conditions and stop unsafe acts.
• Report all incidents.

Who We Are

Our values define what matters most in our continued success and serve as a guide for our business operations. Boart Longyear employees must demonstrate a commitment to our values and use them as guiding principles in our decision-making and actions every day. We value integrity, health and safety, sustainability, customer focus, teamwork, and diversity.

The Drilling Products business purpose is to create products and solutions to empower the exploration and extraction of minerals, enabling life and prosperity.

Our People

At Boart Longyear, people are our most important asset. We recognize that the best ideas emerge through collaboration among individuals with diverse backgrounds, experiences, and perspectives. That is why we are committed to fostering diverse, inclusive teams and work environments free from discrimination and harassment—spaces where everyone can contribute and be heard.

Our Vision

To create products and solutions that empower the exploration and extraction of minerals to enable life and prosperity.

Our Values

Our Success As a Business Depends On How We Operate. The How Is The Distinctive Way In Which We Conduct Our Business, Guided By Our Values Of

• Integrity
• Health & Safety
• Teamwork & Diversity
• Customer Focus
• Sustainability

At Boart Longyear, we innovate, we lead, and we grow together. Sound like your kind of team? Apply now.