Coordinator, Customer Support II (Hourly)

About the role

The Customer Support Coordinator (CSC) serves as the main customer representative and contact for customer inquiries and requests. The primary 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. They need to have a good understanding of JBT Marel's service solutions and products.

Responsibilities

• Receive and process customer requests for service and spare parts
• 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 and follow up on execution of service events
• Create and update case and work orders and work with customer throughout events to stay ahead of changes to ensure customer satisfaction
• Escalate any unresolved concerns
• Manage 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)
• 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

Benefits

• Medical
• Dental
• Life insurance
• Short-term and long-term disability
• Family leave
• Vision coverage
• Matched 401(k) plan