Customer Care Rep
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.
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 minimal supervision. 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 minimum supervision. Order types include distributor orders, international orders, transfer orders, further manufacturing orders, firm future 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 and availability 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 additional workload 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, Access and Powerpoint.
High attention to detail in a fast pace multi-task environment.
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.
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