Coordinator, Customer Support II (Hourly)

JBT Marel•Des Moines, IA

18h

About The Position

The Customer Support Coordinator (CSC) serves as the key customer representative and point of contact for customer inquiries and requests. The main responsibility is to provide best-in-class customer service from the point of initial contact until successful fulfillment of the customer’s request. The CSC should also proactively 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 Marel’s service solutions and products. The CSC works 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 the execution of service events. The CSC aligns with the customer on planning the execution of service events to secure all requirements are fulfilled and ensures, together with SPC and schedulers, that required Marel resources and spare parts are available. Once completed, the CSC follows up with the customer to ensure they are satisfied and captures any issues or shortfalls throughout the process, feeding back suggestions for improvements to the relevant function. The CSC also captures and pushes 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 inquiries. The CSC works 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 communicating throughout the customer journey and identifying opportunities to proactively promote service solutions, spare parts, modifications, upgrades, and special offers in line with customer needs. The 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.

Requirements

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
Excellent English skills, both written and verbal

Nice To Haves

Proactive, organized and goal oriented preferred
General education in business administration preferred, College education preferred
Communication, customer relations or similar training preferred
Knowledge of customer service processes and preferably worked in a Sales/Service environment.
Experience from Industry preferred.
Experience of using an ERP, CRM or field service management systems.
Appreciation of commercial service and business development
Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage

Responsibilities

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