Customer Support Coordinator

JBT Marel•Visalia, CA

1d•Onsite

About The Position

At JBT Marel Corporation, our purpose is to fortify the future of food, guiding our vision to be the global leader in food and beverage technology through sustainable innovation and partnership with customers. Our values include Serving with Integrity, Collaborating with Humility, Growing with Agility, and Innovating with Impact. This position is located in Visalia, California, and does not offer a relocation package. As a Customer Service Representative, you will report to the Customer Service Manager within the Customer Care North America team. Your primary role will be to support both internal and external customers by providing product and service information for multiple sites, resolving issues, and ensuring a high level of customer satisfaction. JBT Marel is dedicated to transforming the future of food through technology, innovation, and collaboration, making the global food system more sustainable. We foster a genuine inclusive team culture, encouraging development and providing opportunities for employees to grow professionally and personally.

Requirements

3+ years of experience in a customer service role
Proficiency in using customer service software, CRM systems, and Microsoft Office Suite
Experience interpreting and responding to customer requests
Experience providing detailed troubleshooting and resolutions to users
Handle difficult customers and situations with empathy
Must be authorized to work in the US without sponsorship now or in the future

Nice To Haves

Experience in processing quotes, order entry, parts research, credits and RMA
Experience supporting Retort, Rotary, and Hydro product lines
Experience with cross training and increased workload capability for North America AFM parts

Responsibilities

Respond to customer inquiries by phone, email, and chat
Provide accurate information about products, services, and policies
Resolve customer complaints and issues by identifying problems and determining the best solutions
Provide quotes, process orders, returns, and exchanges
Maintain detailed records of customer interactions, transactions, and feedback
Follow-up and track status performance on all assigned parts estimates/proposals, technical inquiries, orders and shipments to provide excellent customer service
Manage assigned parts projects from inquiry to installation
Collaborate with other departments to ensure customer needs are met and issues are resolved
Participate in training sessions to stay updated on product knowledge and customer service best practices
Help develop and implement customer service procedures
Monitor customer satisfaction and provide feedback to management for continuous improvement