Customer Service Representative
Date: July 15, 2024
Location: Wadeville, Germiston, ZA, 1428
Req ID: 30710
Position Type: Onsite
Company Overview
Komatsu is a key partner in the construction, mining, forestry, forklift, and industrial machinery sectors, delivering innovative solutions to enhance customer value. With a diverse product line supported by advanced IoT technologies, regional distribution channels, and a global service network, we leverage data and technology to improve safety, productivity, and performance. Komatsu serves various markets, including housing, infrastructure, water, pipeline, minerals, automotive, aerospace, electronics, and medical, through its brands and subsidiaries such as TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.
Job Overview
Ensure business continuity in the Customer Support – New Parts Division and provide aftermarket parts services to Khutala, Matla, and the Independent Mines.
Key Responsibilities
- Serve as the first point of contact for customers regarding inquiries about ordered, returned, or non-accepted items.
- Run back-order lists and confirm all customer orders in SAP. Coordinate with internal teams (planners, manufacturing) on order and delivery dates, updating all relevant systems.
- Ensure timely delivery of emergency orders to customers.
- Collaborate closely with sales representatives and customers on unit availability, breakdown orders, etc.
- Provide timely feedback to customers on the status of breakdown orders.
- Ensure special customer requests (e.g., unique/serial number stamps/weldments) are fulfilled before delivery.
- Provide daily updates to customers via Customer Portals (e.g., Ariba).
- Attend meetings with internal and external customers regarding RPS Components backlog.
- Provide weekly updates and dispute resolutions to the supervisor.
- Resolve customer queries efficiently and effectively.
Qualifications/Requirements
- Grade 12
- Preferably studying towards a Diploma/Degree
- Customer Service-related qualification is advantageous
- Extensive knowledge of SAP-RP3
- Proficiency in Excel
- Strong communication and customer service skills
- Understanding of KMC business processes
Behavioral Competencies
- Ability to work independently without supervision
- Effective communication at all levels
- Self-starter with the ability to perform well under pressure
Key Performance Behaviors
- Service Orientation
- Leadership
- Drive for Results
- Continuous Learning
- Effective Relationships
- Critical Thinking
- Accountability Culture
- Adaptability
- Business Acumen
- Collaboration
- Communication
- Courageous Authenticity
- Customer Focus
- Diversity
Essential Job Functions
- Influence
- Innovation
- Operational Excellence
- Problem Solving
- Results Driven
- Technical/Functional Skills
- Zero Harm
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.