Regional Support Representative

Job Overview

The Regional Support Representative 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