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

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. The goal of this position is to assist the Unit Down Team Leader/Unit Down Technical Specialist in first line review of unit down and emergency orders in the Komatsu Parts Book(CSS) and SAP.  This position is also the primary service contact for ‘help outs’ from the plants for line down situations.
Responsible for  communication to Distributor(DB) Parts Support team of estimated delivery dates, options to supply, and all follow-up and direct shipment tracking for each individual DB unit down backorder through plant help out, emergency expediting or cannibalization.   

Scope

This position is responsible for first pass review, within a 24 hour period, of all unit down and emergency backorders, and all communication to Customer Support of team actions and alternative supply options.  This position is also responsible for updates to Machine Down Requests (MDR)’s. 

Key Job Responsibilities Follow-up and expediting with vendors or suppliers for unit down and emergency backorders which require ship dates.  Use daily unit-down and emergency R/R’s to the appropriate factories for HD1500 parts requirements.  This information is passed to Distributor Parts Support teams for notification to individual DB. Requires professional telephone skills and ability to effectively communicate with DB’s and co-workers. Multi-tasking skills to get work completed and kept up to date via answering phones, emails, faxing, and working PREPS with minimal supervision.  Optimum response time is within 24 hours of initial receipt of backorder. Keep current follow-up information on paybacks for assembly and machine cannibalizations in teardown folders whether for dealer or stockyard.  Keep all personnel involved (dealer who performed cannibalization) with most current information on a daily basis if delivery promises change.  Up-to-date information is essential to Supply Chain determine when a cannibalized machine may be ready for sale again. Responsible for accurate and timely order processing in accordance with company policies and procedures with minimum supervision.  Order types include distributor orders, International, transfers, daily help outs, further manufacturing, firm future orders, direct ship marketing program orders and consignments. Advises Distributors of the expected delivery time and explain in detail as delays, changes to orders, routing, price and availability for all open backorders.  Keep good records of customer responses and record details of inquiries, complaints, comments, as well as actions taken in PREPS.  Tokyo backorders must be followed up on a daily basis to ensure DB’s are up to date with the most recent ship dates (etds) and shipping information. Organize and schedule work with minimum of supervisory direction.  Acceptance of changes in priorities and additional workload such as helping co-workers in the department with their daily working PREPS desk to ensure that all desks are complete at the end of the business day. Assist in calls from dealers requesting upgrade to unit down or stating urgent machine down situation and interact with plant(s)/vendors involved for timely resolution. To arrange special shipments with minimal supervision by collaborating with Logistics on hot shots and changes that need to be made per DB’s request.  Communicate with Warehouse. on parts shipping into their facility that we need received ASAP for HOT orders or unit downs to ship out. Be able to track shipments with minimal supervision by using Sharepoint, ocean tracking, and internet.  We must communicate with suppliers to help us keep track of shipments in to Warehouse. Ability to research problems and provide alternatives for distributors through alternate sources such as other DB inventory, kit availability, assemblies, PIPS comment screens.  Analyze all information and evaluate results to choose the best solution to solve problems for all emergency and unit down backorders Expedite emergency backorders and advise affiliates/distributors of promised ship dates. Develop extensive knowledge of internal systems such as PIPS, PREPS 1 and 2, CSS and SAP; manufacturing computer systems such as Baan and PWINS; affiliate and supplier systems such as KEPO, Cummins, GE, etc. Qualifications/Requirements Seasoned general business or industry experience.  High school diploma required.  College degree a plus. 3-4 years of logistics experience, specifically experience associated with emergency orders and expediting parts for critical issues.  Distributor Support or Materials Management a plus. Personally accountable and welcomes responsibility. Extreme sense of urgency, and flexibility.  Able to multi-task a must. Functional level skills in Excel, Word and PowerPoint. Ability to effectively communicate orally and in written form. Physical Requirements:  While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 1-10 pounds.  Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear. Additional Information

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.