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Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, includingTimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.
Job Overview
The Regional Support Representative at Komatsu manages customer orders by collaborating with our planning, purchasing, operationsand service departments to troubleshoot customer orders and resolveanyissues.This role will be interacting with various Komatsu groups including but not limited to:
Service Centers - establishing new and maintaining existing relationships (CSR's, warehouse personnel, account managers, etc)
Operations and Quality - work with factory operations group to drive order fulfillment on or before customer required date
Service Departments - work closely with planning, pricing, and marketing departments to ensure customer satisfaction
Logistics Organizations - ensure our fulfillment operations process is efficient and provides quality parts to our customers
Key Job Responsibilities
Primary point of contact between regional service centers and Milwaukee for service fulfillment support
Monitor and drive on-time delivery for orders shipping from Milwaukee's distribution center
Support booking, billing, and on-time delivery objectives
Coordinate with other service groups, logistics, and supply chain to ensure service centers receive the information they need when required
Identify, process, and, when necessary, expedite parts orders to support customer requirements
Facilitate open orders reviews weekly with regional service teams.Collaborate with several cross functional teams to resolve regional issues and support service projects
Communicate and execute the regional part and delivery expedite requeststo meet customer order fulfillment
Maintain inventory by developing and following internal processes
Manage orders accurately via SAP system
Develop, grow, and maintain relationships with factory and regional counterparts. Build inter-company relationships while processing incoming inquiries, sales orders, transport orders, and claims
Visit regional locations when necessary to support growth and improvement within the business
Visit and engage with the Milwaukee distribution center to develop, maintain, and enhance policies and processes to ensure a positive customer experience with outbound orders
Communicate customer needs and feedback with internal teams, including sales, engineering, and service departments
Make business decisions that may have a major impact on customer deadlines (expedited freight charges, adjusting requirement dates, etc.)
Manage and resolve customer claims in relation to order fulfillment and/or quality issues that need resolution
Participate in an on-call rotation to provide customers 24/7 support
Qualifications/Requirements
Bachelor's degree in business (or another similar field) preferred
Minimum of twoyears of customer service experience
Solid MS Excel and SAP skills
Strong written and verbal communication skills
Knowledge of export shipping terms and documentation is preferred
Bi-lingual language abilities are a plus
Highly motivated, strong attention to detail and organizational skills
Ability to manage a high volume of internal and external customers in a fast-paced environment while maintaining a professional and positive attitude
Ability to read and understand blueprints
Ability to draft professional written documents, including reports, emails, and presentations with a high attention to detail
Excellent negotiation and persuasion skills to influence decision making and achieve desired outcomes
Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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Komatsu
Mar 10, 2025