Coordinator, Customer Support Poultry, EMEA

With JBT Marels continued growth were looking for a Customer Support Coordinator (M/F/X) - Poultry EMEA to join our team in Poland.

Customer Support Coordinator (CSC) serves as the key customer representative and point of contact for customer enquiries and requests. The main responsibility is to provide best in class customer service from the point of initial contact until successful fulfillment of the customers request. The CSC should also pro-actively work to provide and promote service solutions and spare parts to the customers. To be able to do this the CSC needs to have a good understanding of Marels service solutions and products.

The CSC work in close collaboration with Customer Care Manager (CCM) Spare Parts Coordinator (SPC) Service Contract Coordinator (SCC) Resource Planner Schedulers and Technical Support to ensure an aligned approach to the customer proactively driving customer satisfaction and sales of services and parts. This includes preparing conveying and following up on proposals as well as preparing and following up on execution of service events.

The CSC is aligning with the customer on planning of execution of service events to secure all requirements are fulfilled and ensure together with SPC and schedulers that required Marel resources and spare parts are available. Once completed CSC follow up with the customer to ensure they are satisfied and capture any issues or shortfalls throughout the process and feeds back to the relevant function suggestions for improvements. The CSC also capture and push for new opportunities.

The CSC is responsible for collecting accurate information and needs of the customer to ensure successful and swift execution of the customer needs being technical commercial spare parts complaints or general enquiries. The CSC work closely with other functions in Marel to ensure customer requests are managed successfully.

The CSC role is also expected to engage strongly with customers under their responsibility by proactively communicate throughout the customer journey and identify opportunities to proactively promote service solutions spare parts modifications upgrades and special offers in line with customer needs.

CSC plays a key role in keeping all customer data up to date and is responsible for updating and/or validating customer or any other information that is critical in the customer journey.

Main Tasks

Receive and process customer requests for service and spare parts

Pro-actively identify opportunities to sell service solutions spare parts modifications and upgrades

Close dialogue with customer to understand needs and urgency of requests

Actively promote solutions to customers

Gather information prepare and communicate quotations for service solutions and spare parts

Follow up on outstanding quotations and processes order confirmations from customers

Register service requests and check entitlements

Answer the request when possible and when needed direct the request to the right function in Marel e.g. TSE or SPC

Prepare service events (resources spare parts etc.) with SPC and Scheduler

Close dialogue with customer on planning for event to ensure all requirements are clear and fulfilled

Create and update case and work orders

Pro-actively follow up with customer if there are changes to the plan

Update customer about status and progress on his requests in a proactive manner

Follow up on executed events including going through service reports and follow up with customer

Follow up on actions in service reports

Ensure the customer is totally satisfied by engaging strongly with him through customer journey

Escalate unresolved concerns to manager or other functions

Close dialogue with CCM SPC SCC and TSE to ensure aligned and pro-active approach and communication to customer primary channel of communication to customer should be through CSC

Manage the customer expectations and customer information (data in system case readiness)

Follow through on any shortfalls or compromised service levels

Other duties assigned due to the need of the business

Skills and Abilities

Excellent communication skills and ability to work in a multi-discipline team environment

A naturally outgoing individual with a profound ability to interact with customers and teams alike

Ability to build trust and lasting relationships with the customers

A customer and service minded self-starting individual who can manage time effectively and achieve agreed goals

Ability to execute agreed tasks and deadlines against performance criteria (KPI)

Ability to build product knowledge

Computer/ERP literate

• Proactive organized and goal oriented preferred

About JBT Marel

At JBT Marel what we do matters we know that the contribution of our employees leads to the success of our business.

Our purpose is to transform the future of food; this guides our vision ofbeing the leading partner in solutions for a sustainable food industry. At its core our vision emphasizes partnership inspiring JBT Marel to deliver exceptional end-to-end service that fosters customer trust.

• Our values show who we are at our best. As we Serve with integrity Create with collaboration Grow with excellence Advance with innovation

• We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work at home and in your community.

• We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects.

• We encourage development ensuring new experiences and challenges at JBT Marel to feed your growth!

• Benefits: Salary will be dependent on candidate location and profile i.e. country of residence - details relating to the amount of holiday including bank holidays healthcare benefits pension will be shared directly with applicants.

Interested
If this sounds like the right opportunity for you please do not hesitate to click on Apply and include your resume!

Questions Contact:Katrina Nana Maniga
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JBT Marel is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.

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