Customer Experience and Sales Support Coordinator (Peoria, IL, US, 61639) - Military Veterans
at Komatsu
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 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
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.
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.
Peoria, IL
Our purpose: Creating value through manufacturing and technology innovation to empower a sustainable future where people, businesses and our planet thrive together
Our values:
Ambition: With a ‘challenging spirit’ and without fear of failure, we innovate and always aspire to do more
Perseverance: Even when the work is difficult, we remain committed to our promises and reliably carry them through to completion
Collaboration: Creating value comes from teamwork, inclusion, respect, diversity and a win-win approach to all relationships
Authenticity: To earn and maintain trust, we always act with sincerity, integrity and honesty, and communicate transparently
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.
The Komatsu North America Mining Distribution and Service group is a critical part of our Komatsu global organization. We, sell, install, service, provide parts and rebuild equipment, as well as provide digital solutions for our customers. In the United States, we have a presence in 16 states across the US with 30 primary sites. We have approximately 1,200 employees.
Our group supports field operations at the customer mine sites as well as shop operations at the Distribution and Service Centers. A large part of our workforce focuses includes technical trades.
SLQDC (Safety, Law, Quality, Delivery, and Cost) represents the order of priority for all Komatsu Employees when making decisions. Safety always comes first. In addition to Komatsu standards, our operations follow all OSHA (Occupational Safety and Health Administration), MSHA (Mine Safety and Health Administration), DOT (Department of Transportation), Customer, and all federal, state, and local guidelines.