Customer Fulfillment Specialist (Contractor)

Customer Fulfillment Specialist (Contractor)

Komatsu is seeking a seasoned Customer Fulfillment Specialist (Contractor) to join our dynamic team dedicated to excellence in customer service. This role is pivotal in ensuring customer satisfaction by managing complex orders with precision, supporting various departments, and maintaining strong relationships with both internal teams and external customers. The ideal candidate is detail-oriented, proactive, and committed to fostering a safe, collaborative, and motivating work environment.

Working closely with cross-functional teams, you will play a vital role in streamlining order processing, providing accurate pricing and availability information, and expediting customer orders to meet demanding deadlines. Your ability to communicate effectively and maintain professionalism will contribute to a positive organizational culture and enhance overall customer experience. This position invites candidates who thrive in a fast-paced environment and are passionate about operational excellence and continuous improvement.

Build and nurture trusted partnerships with customers to understand and meet their needs effectively. Serve as a key point of contact, assisting customers daily with inquiries related to parts pricing, product availability, and order status. Efficiently manage quotations and order entry, ensuring accuracy and timely delivery. Champion safety standards throughout warehouse operations, advocating for health and well-being of all team members. Exhibit a positive and professional demeanor to uplift team morale and foster a supportive workplace culture. Collaborate with all departments to facilitate seamless customer fulfillment and operational flow.

Daily Responsibilities:

• Process and expedite customer sales orders with accuracy and urgency, ensuring timely follow-up through all stages.
• Provide detailed and transparent customer quotations, including pricing and lead times that reflect current market and inventory status.
• Adhere strictly to safety protocols in all activities, demonstrating vigilance and responsibility.
• Maintain an organized workflow capable of multi-tasking to meet the demands of a dynamic environment.
• Utilize excellent verbal and electronic communication skills to interface effectively with customers and internal stakeholders.
• Authorize and coordinate the release and shipment of orders, liaising with warehouse and logistics teams to track shipments.
• Interpret technical documents such as parts manuals and drawings to ensure correct order fulfillment and customer satisfaction.

Weekly Responsibilities:

• Process customer credits and adjustments promptly in response to returned goods or order changes.
• Support logistics operations by unloading and loading freight, inspecting shipments for damages, and managing freight claims as necessary.
• Operate warehouse equipment safely, including manual power hoists, dollies, lifts, and forklifts, following all safety guidelines.
• Review open order reports regularly to monitor order progress and resolve delays proactively.
• Participate actively in weekly safety meetings to review procedures and contribute to continuous safety improvements.
• Oversee the approval process for freight bills to ensure accurate billing and cost control.
• Analyze inventory levels to maintain appropriate minimum and maximum thresholds, facilitating efficient replenishment processes.

Monthly Responsibilities:

• Generate and evaluate in-transit storage location reports to monitor shipment tracking and inventory flow.
• Review orders in transit and transport open reports to anticipate and address potential shipment issues.
• Attend monthly safety meetings, contributing insights and reinforcing a culture of workplace safety.
• Provide after-hours on-call support for the parts department, ensuring continued responsiveness to customer needs.
• Assist with purchasing functions as needed to support department operations and supply chain effectiveness.

Occasional and Infrequent Responsibilities:

• Conduct mine site visits to engage with customers directly, address inquiries, inspect operations, and strengthen service relationships.
• Act as a backup Buyer when necessary, handling procurement tasks and vendor negotiations to maintain supply continuity.

Qualifications/Requirements:

We seek candidates with a combination of experience, skills, and attributes that enable superior customer fulfillment performance:

• Experience: Proven track record in customer service or order management roles, preferably within manufacturing or industrial supply environments.
• Technical Skills: Familiarity with order processing software, ERP systems, and inventory management tools.
• Communication: Excellent written and oral communication abilities, with the capability to clearly convey information and build rapport with customers and colleagues.
• Organizational Skills: Strong multitasking skills with attention to detail and the ability to prioritize competing demands effectively.
• Safety Awareness: Committed to upholding rigorous safety standards within warehouse and operational settings.
• Physical Requirements: Capable of performing physical tasks such as lifting, operating warehouse equipment, and conducting freight inspections.
• Problem-Solving: Demonstrated aptitude for resolving customer issues promptly and efficiently, alongside process improvement initiatives.
• Collaboration: Ability to work cohesively within a team and across departments, fostering open communication and shared goals.
• Flexibility: Willingness to support after-hours calls and occasional field visits to customer sites.
• Educational requirements include a high school diploma or equivalent; additional certifications related to logistics, safety, or supply chain management are advantageous.

This position is offered on a contractual basis within Komatsu's US Distribution division, under Joy Global Surface Mining. We are committed to creating an inclusive environment for all employees and encourage applications from diverse backgrounds. Safety and professionalism are core to our workplace culture, and comprehensive training will be provided to support your success in the role.

Komatsu North America