Job Description

Join Komatsu and Be Part of Something Big!

Job Overview

The Regional Support Representative II at Komatsu manages customer orders by collaborating with our planning, purchasing, operations and service departments to troubleshoot customer orders and resolve any issues. 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 requests to 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 two years 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

Company Benefits

Komatsu provides an extensive and robust employee benefits package that is designed to enhance the well-being of our employees and family members. We embrace a positive and empowering employee experience with a culture that prides itself on a diverse and inclusive environment.

• Health benefits: Medical, dental, vision, HSA, wellness programs, etc.
• 401k and/or employee savings programs
• Employee time off (vacation and designated holidays)
• Employee and family assistance programs
• Disability benefits
• Life insurance
• Employee learning and development programs

Diversity & Inclusion Commitment

At Komatsu, we come from diverse backgrounds, with unique perspectives, experiences, and contributions.  We are committed to creating a workforce that is reflective of the communities we work and live in. We believe that our people are part of our shared purpose. Connected by our core values of ambition, perseverance, collaboration and authenticity, we are committed to continually advancing in our support of diversity and inclusion. United, we are on a journey towards a sustainable future that creates value together. 

Company Information

Komatsu develops and supplies technologies, equipment and services for the construction, mining, forklift, industrial and forestry markets. Headquartered in Tokyo, Japan, Komatsu employs more than 64,000 people worldwide, operating in more than 140 countries. For more than a century, the company has been creating value for its customers through manufacturing and technology innovation, partnering with others to empower a sustainable future where people, business and the planet thrive together. Since the company’s founding in 1921, Komatsu has been committed to supporting individuals and communities through job training, skills development and giving back. As a Komatsu employee, you will be encouraged to grow alongside our global company, contributing to a more sustainable future for all. If you are looking for a company that values your talent and potential, join Komatsu to be a part of something big and help advance modern society. Learn more at www.komatsu.com.

EEO Statement

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.