Customer Support Specialist Meat NA

JBT Marel•Des Moines, IA

4d•Onsite

About The Position

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 of being the global leader in food and beverage technology, by harnessing the full power of JBT Marel to partner with our customers and pioneer sustainable innovation. Our values show who we are at our best. As we Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation. As our Customer Support Specialist–Meat NA you will report to the Manager Customer Support Specialist. Customer Support Coordinator (CSC) serves as the main customer representative and contact for customer inquiries and requests. The main responsibility is to provide the best customer service from the point of initial contact until successful fulfillment of the customer's request. The CSC should also provide and promote service solutions and spare parts to the customers. To do this the CSC needs to have a good understanding of JBT Marel's service solutions and products. The CSC work in close collaboration with the Customer Care Manager (CCM), Spare Parts Coordinator (SPC), and Service Contract Coordinator (SCC). They also collaborate with the Resource Planner, Schedulers, and Technical Support. This collaboration ensures 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 and preparing and following up on execution of service events. 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. On a given day, you may: Receive and process customer requests for service and spare parts and identify opportunities to sell service solutions, spare parts, modifications and upgrades Actively promote solutions to customers Gather information, prepare and communicate quotations for service solutions and spare parts 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 and work with customer throughout events to stay ahead of changes to ensure customer satisfaction escalating any unresolved concerns Manage the customer expectations and customer information (data in system, case readiness)

Requirements

High school diploma and business administration education preferred
Perform tasks and meet deadlines against performance criteria (KPI)
Ability to build product knowledge
ERP, CRM or field service management systems experience
Experience in customer service processes preferably worked in a Sales/Service environment.
You must be authorized to work in the US without sponsorship now or in the future.
Travel & Location You will be fully onsite with some travel to customer sites-must be comfortable with the meat processing industry

Responsibilities

Receive and process customer requests for service and spare parts and identify opportunities to sell service solutions, spare parts, modifications and upgrades
Actively promote solutions to customers
Gather information, prepare and communicate quotations for service solutions and spare parts
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 and work with customer throughout events to stay ahead of changes to ensure customer satisfaction escalating any unresolved concerns
Manage the customer expectations and customer information (data in system, case readiness)