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

Responsible for a proportional share of the coordination of orders annually by providing timely, accurate and up-to-date delivery promises on open backorders, representing approximately $1.2 billion in KAC Sales (sales will vary by region and CSR responsibility).

Responsible for accurate and timely order processing in accordance with company policies and procedures with minimum supervision.  Order types include distributor orders, transfers, daily help-outs, further manufacturing, firm future/scheduled orders, direct ship orders, offsite shipments, and consignments (IDT’s). 

Communicate and perform part expedite requests to meet customer order delivery expectations.

Collaborate with several cross functional teams to resolve Distributor issues.

Provide the supporting resources to assist Global Distributors and Affiliates with accurate and efficient order status communications and order processing.

Support an efficient and effective customer service operation relating to the overall order management process.

Key Job Responsibilities

Analyze and evaluate alternative solutions to respond to internal and external customer requests relative to lead time exceptions, late-delivery notifications, return requests, allocation restrictions, and parts availability within department and corporate guidelines.

Address issues and customer pain points that impact supporting our dealers, then seek resolution tactics. This will include accessing the cross functional expertise of the numerous support services (Planning, Pricing, Warehouse, Logistics).

Provide Distributor training and support of the Komatsu Parts Portal for entering orders and obtaining order information.

Own every order until parts are received by the Distributor.

Assist with maintaining program and administrative reference materials, files and relevant documents and make available policies, procedures, etc. for use by the Team. This includes training material and customer service handbook for new hires.

Assist in administrative duties such as maintaining Distributor Master Files on EDT Distributor & Affiliates, distributing shipment and backorder reports to Dealers and Affiliates, canceling stock as well as non-stock backorders, etc.

Manage orders accurately in NPS.

Develop and grow relationships with factory and Distributor counterparts.

Prepare the monthly DB Scorecard for Affiliates and SMS. Coordinate and lead the monthly communication meetings, along with the RPSM for each respective Distributor. Prepare Agenda, Notes, and Action Items for each meeting.

Other duties and responsibilities as assigned by the Manager.

Qualifications/Requirements Customer Service experience is preferred. (0 - 1 year) Associate/Bachelor’s Degree preferred. Knowledge of export shipping terms and documentation is preferred.  Solid MS Excel, Word and Outlook skills. Good knowledge of customer service techniques and processes Highly motivated, have a strong attention to detail and organizational skills. Creative thinker, always looking at better ways to support our Dealers & Affiliates. Able to be patient and handle high volume of internal and external customers in a fast-paced environment while maintaining a professional and positive attitude.  Ability to provide direction on adherence to policies, programs and procedures. Additional Information

Pay: $45,440 - $56,800

At Komatsu, salaries are based on:

Experience and Skills Market Rates Role Responsibilities Education and Certifications Geographic Location

We are proud to offer compensation that is fair, competitive, and truly values the contributions of each team member.

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.