Customer Support Coordinator
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Overview
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: Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation.
The Opportunity
The Customer Support Coordinator (CSC) is based out of Brisbane, Australia and serves as the key customer representative and point of contact for customer enquiries and requests. The main responsibility is to provide best‑in‑class customer service from the 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 customers, necessitating a good understanding of Marel's service solutions and products.
The CSC works in close collaboration with the 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 execution of service events.
The CSC aligns with the customer on the planning of service events to secure all requirements are fulfilled, and ensures required Marel resources and spare parts are available. After completion, the CSC follows up with the customer to verify satisfaction, capture any issues or shortfalls, and feed back to the relevant function with suggestions for improvement. The CSC also captures and pushes for new opportunities.
In addition to customer contact, the CSC is responsible for collecting accurate information and needs of the customer to ensure successful and swift execution of customer requests, whether technical, commercial, spare parts, complaints or general enquiries. The CSC works closely with other functions in Marel to ensure customer requests are managed successfully.
CSC plays a key role in maintaining up‑to‑date customer data, updating or validating any critical information in the customer journey.
Main Tasks
* Receive and process customer requests for service and spare parts.
* Proactively identify opportunities to sell service solutions, spare parts, modifications and upgrades.
* Engage in dialogue with customers 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 process 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.
* Confirm all requirements with the customer for event planning.
* Create and update case and work orders.
* Proactively follow up with customers if there are changes to the plan.
* Update customers on status and progress of their requests.
* Follow up on executed events, including reviewing service reports and engaging with customers thereafter.
* Follow up on actions identified in service reports.
* Ensure total customer satisfaction through strong engagement.
* Escalate unresolved concerns to manager or other functions.
* Maintain alignment with CCM, SPC, SCC and TSE to coordinate communication to customers.
* Manage customer expectations and data readiness.
* Address any shortfalls or compromised service levels.
* Other duties assigned as needed.
Skills And Abilities
* Excellent communication skills and ability to work in a multi‑discipline team environment.
* Outgoing with a strong ability to interact with customers and teams alike.
* Ability to build trust and lasting relationships with customers.
* Customer‑ and service‑minded self‑starter who manages time effectively and achieves agreed goals.
* Capability to execute agreed tasks and deadlines against performance criteria (KPI).
* Willingness to build product knowledge.
* Computer/ERP literate.
* Proactive, organized and goal‑oriented (preferred).
Education, Knowledge, And Experience
* General education in business administration preferred; college education preferred.
* Training in communication, customer relations or similar preferred.
* Knowledge of customer service processes and preferably experience in a sales/service environment. Industry experience preferred.
* At least 2 years of relevant working experience.
* Experience using ERP, CRM or field service management systems; appreciation of commercial service and business development.
* Excellent English skills, both written and verbal.
* Experience and comfort working in a multicultural, multi‑discipline organization is an advantage.
Why work at JBT Marel
* We are committed to our employees and provide development and opportunities that allow you to be the best version of yourself at work, at home, and in your community.
* We foster a genuine inclusive team culture, enjoying collaborative working across our global teams to deliver world‑class projects.
* We encourage development, ensuring new experiences and challenges at JBT Marel feed your growth.
Commitment To Diversity
Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative.
Equal Opportunity Employment
JBT Marel provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT Marel, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at the time.
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Industry: Machinery Manufacturing
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