Customer Support Coordinator

JBT Marel•Apex, NC

About The Position

JBT Marel is seeking a detail-oriented and customer-focused professional to support its Prepared Foods North America Spare Parts business. The role helps customers obtain parts and support by processing orders, preparing estimates, answering questions, and coordinating with internal teams to ensure accurate and timely delivery. It is suited to someone who enjoys building customer relationships, solving problems, and managing multiple priorities in a fast-paced environment. The coordinator supports food processing businesses in keeping their operations running. Through careful order processing, responsive communication, and problem-solving, the role contributes directly to customer satisfaction and business performance.

Requirements

Strong communication and customer service skills, with the ability to work effectively with customers and internal teams.
Excellent organizational skills and attention to detail.
Ability to manage multiple requests, prioritize tasks, and meet deadlines.
Strong problem-solving skills and the ability to make sound decisions within established guidelines.
Proficiency in Microsoft Office applications, particularly Excel.
Ability to learn new systems, follow established procedures, and work independently with moderate supervision.
A proactive, team-oriented approach and commitment to providing excellent customer service.

Nice To Haves

Previous experience in customer service, order entry, sales support, manufacturing, or spare parts coordination.
Experience with ERP and CRM systems.
Experience with Salesforce or SL9.

Responsibilities

Process customer purchase orders and prepare accurate spare parts estimates and quotations.
Respond to customer inquiries about pricing, parts availability, order status, and expected delivery dates.
Follow up on outstanding estimates and orders to support sales opportunities and customer satisfaction.
Maintain accurate customer records, order details, and case documentation in Salesforce and SL9.
Coordinate with Purchasing, Warehouse, and other internal departments to fulfill orders and resolve issues.
Process customer returns, return material authorizations (RMAs), credits, invoices, and other service-related requests.
Monitor open customer cases and provide timely, proactive updates.
Identify and escalate urgent customer needs, including production-down situations that may affect customer operations.
Help resolve pricing discrepancies, shipping issues, and order delays.
Follow established procedures and company policies while identifying opportunities to improve processes.
Support departmental goals for customer response times, order processing accuracy, and estimate conversion.