Customer Experience and Sales Support Coordinator

Job Overview

The responsibility of this role is to work directly with the Customer Experience & Sales Support Manager with a significant focus on Sales Support.  This role will act as an internal sales role to assist the Manager Customer Experience & Sales Support as well as the Regional Parts Sales Managers to drive both revenue growth and market share.  This role will fully integrate with customer support teams, global AM Sales Managers, Marketing, Pricing, Planning, Purchasing, Distribution, Logistics, Contracts, Commercial channels.  This role is a distributor facing (some customer) role and requires a diversified skill set including knowledge of policy and process for all of Komatsu Surface Mining as well as knowledge of overarching process for other cross-functional teams / segments of the business.  The mission is to provide efficient support to our Regional Parts Sales Managers as our ‘boots on the ground’ in the regions and provide optimal customer experience identifying any process improvements or expanding automated tools.  Operating in a distributor environment, building strong business relationships, and collaborating with our distribution to partners to ensure we are effectively supporting end customers from a factory perspective is highly important.  The voice of both customer and distributor must be understood and shared across the Komatsu Surface Mining business driving change and driving results to meet our customer’s expectations, monitoring the level of service provided to our end-use customers through end-to-end supply chain KPI metrics. 
 

Key Job Responsibilities

• Develops and executes activities with internal and external stakeholders to deliver a world class level of Aftermarket Customer experience and support across all surface mining products manufactured in Milwaukee, Longview and Peoria.  
• Collaborates with internal cross-functional teams to communicate and ensure clear understanding of the voice of the customer.   Identifies top Customer pain points negatively impacting KPI’s and leads all stakeholders on activities to find root cause using Komatsu-Way and other QC tools. 
• Assists with the creation and execution of Aftermarket parts policies, benchmarking policies and programs across other OEM’s.   Coordinates with Marketing on VOC to develop and deliver Aftermarket parts policy improvements. 
• Assists the Manager, Customer Experience and Sales Support with regional sales teams, affiliates/distributors (DB’s)/regions and customers as the primary service POC between these entities and the factory. Manages aftermarket business plan/outlook/field estimates for the sales team (annual sales of approximately $1.0B+ EDT and $900M+ other product lines). Manages Sales Force governance for worldwide opportunity management, special price quotes and dashboard/report tracking. 
• Develops and implements strategies to improve customer relationships, loyalty and satisfaction (leading to Komatsu wallet share growth) as well as ensuring each touch point across the Surface Mining business organizational structures (Komatsu, Affiliate/DB & customer) are engaging, efficient and effective.  Travels to regions as required to review business environment. 
• Develops worldwide Quality Assurance Consignment Agreements, valued at $30M and manage physical consignment audits and reconciliation. Assists in development and management of Global Account B2B/Parts Discount Program Agreements. (~$150M annually) 

Qualifications/Requirements

• Bachelor's degree (business, marketing, or communications) or related experience. 
• +3 - 5 years (Parts Experience) 
• Excellent communication skills, organized, and strong problem-solving skills. 
• Proven ability to interact and maintain relationships with external, as well as internal cross-functional team members at all levels of the organization.   
• Ability to handle a variety of complex projects in support of the regions. 
• Data driven: Able to analyze customer data from various sources (surveys, Voice of the Customer, etc.) and identify opportunities for improvement. 
• High level of proficiency with MS Office applications and other software related to the position.  (ie: Survey Monkey, MRP systems, etc.) 
• Proven ability to influence across the business to ensure the delivery of high-quality service to customers.   
• Ability to travel up to 10% (domestic and international). 

Additional Information