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Job Overview
The Customer Service Representative works in a call center environment, providing support to North American distributors through accurate and efficient order processing. This includes entering, cancelling, and obtaining details of orders to advise distributors according to KAC parts policies, communicating with all KAC distributors by phone, email, and/or fax to provide information about parts orders and backorders, assessing and fulfilling customer needs, and educating the customer where applicable.
Scope
Responsible for a proportional share of the coordination of 82,250 orders annually by providing timely, accurate and up-to-date delivery promises on open backorders. Effectively manage communications to a NA Distributor base of 1,300 locations which includes the Mining, Construction, Forest, Forklift and Utility business units. Answer a proportional share of the 10,000 phone requests received monthly. Key metrics are answer 97% of all calls, while answering 95% of those within 3 minutes.
Key Job Responsibilities
- Requires professional telephone skills and ability to effectively communicate with DBs and co-workers
- Multi-tasking skills to get work completed while answering phones, emails, Komatsu Parts portal requests, and doing follow up work with minimalsupervision
- Optimum response time is within 24 hours of initial receipt of backorder
- Responsible for accurate and timely order processing in accordance with company policies and procedures with minimumsupervision. Order types include distributor orders, international orders, transfer orders, further manufacturing orders, firmfuture orders, direct ship marketing program orders, reclass orders, upgraded orders and consignment orders
- Advises Distributors of the expected delivery time and provides detail when delays, changes to orders, routing, price andavailability for open backorders occur
- Keeps good records of customer responses and records details of inquiries,complaints, and comments as well as actions taken into KPP
- Organize and schedule work with minimum of supervisory direction. Acceptance of changes in priorities and additionalworkload such as helping co-workers in the department with their daily work to ensure task completion each day.
Qualifications/Requirements
- Extreme sense of urgency
- Personally accountable and welcomes responsibility
- Ability to effectively communicate orally and in written form
- Knowledge of internal systems such as PMATES, PWINS, Komatsu Parts Portal and other applications
- Proficient PC skills
- Knowledge and experience using the Microsoft Office Suite of programs including Word, Excel, Accessand Powerpoint
- High attention to detail in a fast pace multi-task environment.
Additional Information
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.