Customer Support Supervisor

5 days ago

Fairfield, Australia Komatsu Full time

**The Opportunity**:
Due to an internal promotion, an exciting opportunity has become available for an experienced Customer Support Centre Supervisor to join our team at Fairfield Head Office. This key role will provide supervision & direction to the parts team as well as assistance to both internal and external customers with all queries regarding parts sales, orders and deliveries.

**Key Responsibilities**:

- Establish and maintain effective channels of communication with all stakeholders
- Maintain business requirements & KPI’s for all parts queries, quotations and orders
- Ensuring the parts team meet the operational standards set by Komatsu and the CSC (Customer Support Charter)
- Deal with customer complaints & escalations
- Identifying improvement opportunities in system or process to drive business profitability & efficiency
- Provide regular feedback to staff on performance, customers on parts orders, backorders & delivery dates
- Cross training in tasks outside normal duties to cover duties when other team members or branch staff are absent, on leave etc
- Maintain staff roster requirements for KCSC team (24/7)
- Comply with all Komatsu policies and OHS guidelines

**Salary/Wage Band**: $85,000 - $90,000 plus superannuation plus annual bonus of 5%

**Roster**:Monday to Friday, with Saturday & public holiday rotation

**Role Located**:Fairfield (Our head office)

**Komatsu can provide you with**:

- Paid Parental Leave: 12 weeks of paid primary carer parental leave
- Technology: Discounts on Apple, Dell, Lenovo, and Microsoft products
- Financial: Komatsu Employee Referral Program offers a bonus of $5,000 if you successfully refer someone for a role, Income Protection options are available
- Career: recognition and awards, Komatsu is a recognised training organisation (RTO) providing an opportunity to complete recognised Cert III courses
- Health: Discounted corporate rates with Bupa and a comprehensive Employee Assistance Program with total wellbeing solution provider LifeWorks
- Cars, Home & Hardware: Discounts with Mercedes-Benz, Toyota, Kennards Hire, Bridgestone and Orix
- Travel: Discounts with Avis, Qantas, Crown, IHG and travel agents

**The Knowledge, Skills and Abilities we’re looking for**:

- Experience in a similar role preferably within earthmoving or capital equipment industry
- Proven experience in leading and supervising a large team
- Parts interpreting experience in a high-volume, fast paced environment
- Microsoft Dynamics AX 2012 knowledge - _highly regarded_

**Are you Komatsu?**
- We’re looking for someone who shares our values of Ambition, Perseverance, Collaboration and Authenticity. You have integrity, a deep respect for diverse perspectives and care about the people you work with. You are team-oriented, innovative and a naturally engaging person. Not only are you proud of the high performance and uncompromising quality of the work you do, but you strive to live the shared values of your organisation and are focused on helping the company improve productivity and safety worldwide._

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