Customer Support Coordinator - LATAM

JBT Marel•Gainesville, GA

3d•Hybrid

About The Position

At JBT Marel, we believe our employees' contributions are key to our success. Our purpose is to transform the future of food, guiding our vision to be the global leader in food and beverage technology by leveraging the full power of JBT Marel to partner with our customers and pioneer sustainable innovation. Our values—Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation—define who we are at our best. As the Customer Support Coordinator for our Latin American customers, you will play a vital role in ensuring seamless service and support.

Requirements

Bachelor’s degree preferred
Minimum of 2 years of experience in customer service, technical support, or service coordination, preferably aligned to manufactured products, field service or spare parts distribution
Minimum of 1 year experience handling spare parts, service requests, or technical product support is highly desirable.
Strong communication skills in Spanish and English Required.
Customer-oriented with proven ability to manage expectations and resolve escalations.
Solid understanding of connectivity solutions (software vs. hardware troubleshooting).
Ability to coordinate across multiple departments and manage competing priorities.
Proficiency in ERP/CRM systems (e.g., SAP, Salesforce) and Microsoft Office Suite.

Responsibilities

Receive, register, and process customer requests for service and spare parts in Latin America.
Maintain close dialogue with customers to understand needs, urgency, and provide proactive updates.
Prepare and communicate quotations for service solutions and spare parts; follow up on outstanding quotations.
Process customer orders and confirmations.
Coordinate with Service Project Coordinators (SPC), schedulers, and technical teams to prepare service events (resources, spare parts, planning).
Escalate unresolved issues to the appropriate function (TSE, SPC, ISC, or manager).
Support connectivity-related inquiries at 1st-level by creating cases, routing calls, and identifying whether issues relate to software, cloud, or equipment.
Promote service solutions, modifications, upgrades, and spare parts to customers.
Manage customer expectations and ensure all data and case readiness in the system are accurate.
Review executed service events, service reports, and coordinate follow-ups to ensure full customer satisfaction.
Work closely with cross-functional teams (CCM, SPC, SCC, TSE, ISC) to align communication and deliver a seamless customer experience.
Backlog management: Monitor open work orders and spare part requests, follow up internally with supply chain, logistics, and purchasing, and keep customers updated.
Logistics and export support: Review export/shipping documents (packing lists, invoices, Incoterms, tracking) and share with customers, ensuring compliance with customs requirements.
Credit note and invoicing support: Coordinate with Finance/Controlling to resolve invoicing errors, returns, or credit note requests.
Commercial support: Assist the sales team by reviewing lead times, delivery conditions, and proposing alternatives to improve customer satisfaction.
SLA and KPI tracking: Monitor response times, work order closure rates, and customer satisfaction metrics; highlight and escalate deviations when needed.
Compliance and audit readiness: Maintain complete and traceable customer interaction records (orders, e-mails, service reports) to support internal audits and compliance standards.
Strategic escalation: Identify when a simple case could escalate into a critical issue and proactively involve managers or technical teams to prevent customer complaints.
Relationship management: Act as brand ambassadors, building trust with key customers through daily interactions and long-term relationship management.
Technical knowledge: Beyond basic connectivity (SmartBase), CSCs also develop a working knowledge of Marel equipment, enabling them to properly qualify and filter requests before escalating to Technical Support Engineers.