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Regional Customer Fulfillment Specialist

Date:  Nov 8, 2023

Brooklyn Heights, OH, US, 44131

Req ID:  28589
Onsite or Remote:  Hybrid Position

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, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overview

  • Primary point of contact between regional service centers and Cleveland for service fulfillment & aftermarket sales.
  • Monitor and drive on-time delivery for order shipping from the Milwaukee Distribution Center (MDC) and Longview   Support Joy Global booking, billing and on-time delivery objectives.
  • Communicate and perform part expedite requests to meet customer order delivery expectations. 
  • Collaborate with several cross functional teams to resolve regional issues and support service projects.
  • Build intercompany relationships while processing incoming inquiries, sales order, transport order and claims.
  • Support Inventory planning with transport orders and maintaining inventory levels and E&O reviews

Key Job Responsibilities

  • Coordinate with regional service groups, logistic and supply chain to ensure the regional CSR has the information they need and by the necessary deadlines
  • Identify, process and when necessary, expedite parts order, arrange drop shipments to support customer requirements.  Prepare bi-weekly tracker reports for each region and identify any issues.
  • Execute regional part quote costing and delivery expedite requests, identify and implement creative solutions.
  • Drive OTD for service regions by being accountable for and drive the complete fulfillment of service-related orders.
  • Manage sales orders and transport order accurately in SAP
  • Develop and grow relationships with the regional counterparts, account managers and technical support managers.
  • Support project management of significant sales order
  • Control inventory by accurately following process.  Create transport orders from the regional service centers with accurate delivery dates and terms.
  • Travel to customer and service locations when necessary to support their respective region
  • Review MRP messages and LSF in SAP to support inventory levels
  • Process and update Production orders in SAP as they apply to Dragline Service
  • Lead service sales and fulfillment support improvement projects and tasks to improve our efficiency and support our regions
  • Process opportunities, warranties and claims in Sales Force as required


  • Minimum of 2 years customer service experience, effective communication skills (verbal and written) with all levels. Knowledge of export shipping terms and documents is a plus. Bi-lingual language abilities are a plus
  • Bachelor’s degree in business /Technical (Engineering/Trade) degree or equivalent experience in customer service.  Must have effective communication skills (verbal and written) with all levels. Knowledge of export shipping terms and documents is a plus. Bi-lingual language abilities are a plus.
  • Skilled in the use of computers adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity. Must have knowledge of a variety of computer software applications (e.g. Microsoft Office Suits, SAP).
  • High level of professionalism while interfacing with internal and external clients.  General business principles.
  • Excellent organizational skills with ability to work independently in a face paced environment.
  • Problem-solving and creative thinking in a high pace environment.
  • Highly motivated, have a strong attention to detail and organizational skills.
  • Ability to read /interpret parts manuals and drawings.
  • Able to handle high volume of internal and external customers in a fast-paced environment while maintaining a professional and positive attitude.

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.

Nearest Major Market: Cleveland

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