Customer Support Coordinator - LATAM

About the role

As our Customer Support Coordinator for our Latin American customers you will:

Main Responsibilities

• Receive, register, and process customer requests for service and spare parts in Latin America.
• Maintain close dialogue with customers to understand needs, urgency, and provide proactive updates.
• Prepare and communicate quotations for service solutions and spare parts; follow up on outstanding quotations.
• Process customer orders and confirmations.
• Coordinate with Service Project Coordinators (SPC), schedulers, and technical teams to prepare service events (resources, spare parts, planning).
• Escalate unresolved issues to the appropriate function (TSE, SPC, ISC, or manager).
• Support connectivity-related inquiries at 1st-level by creating cases, routing calls, and identifying whether issues relate to software, cloud, or equipment.
• Promote service solutions, modifications, upgrades, and spare parts to customers.
• Manage customer expectations and ensure all data and case readiness in the system are accurate.
• Review executed service events, service reports, and coordinate follow-ups to ensure full customer satisfaction.
• Work closely with cross-functional teams (CCM, SPC, SCC, TSE, ISC) to align communication and deliver a seamless customer experience.

Additional Responsibilities

• Backlog management: Monitor open work orders and spare part requests, follow up internally with supply chain, logistics, and purchasing, and keep customers updated.
• Logistics and export support: Review export/shipping documents (packing lists, invoices, Incoterms, tracking) and share with customers, ensuring compliance with customs requirements.
• Credit note and invoicing support: Coordinate with Finance/Controlling to resolve invoicing errors, returns, or credit note requests.
• Commercial support: Assist the sales team by reviewing lead times, delivery conditions, and proposing alternatives to improve customer satisfaction.
• SLA and KPI tracking: Monitor response times, work order closure rates, and customer satisfaction metrics; highlight and escalate deviations when needed.
• Compliance and audit readiness: Maintain complete and traceable customer interaction records (orders, e-mails, service reports) to support internal audits and compliance standards.
• Strategic escalation: Identify when a simple case could escalate into a critical issue and proactively involve managers or technical teams to prevent customer complaints.
• Relationship management: Act as brand ambassadors, building trust with key customers through daily interactions and long-term relationship management.
• Technical knowledge: Beyond basic connectivity (SmartBase), CSCs also develop a working knowledge of Marel equipment, enabling them to properly qualify and filter requests before escalating to Technical Support Engineers.

Requirements

• Education: Bachelor's degree preferred.
• Experience:
  • Minimum of 2 years of experience in customer service, technical support, or service coordination, preferably aligned to manufactured products, field service or spare parts distribution.
  • Minimum of 1 year experience handling spare parts, service requests, or technical product support is highly desirable.
• Skills:
  • Strong communication skills in Spanish and English Required.
  • Customer-oriented with proven ability to manage expectations and resolve escalations.
  • Solid understanding of connectivity solutions (software vs. hardware troubleshooting).
  • Ability to coordinate across multiple departments and manage competing priorities.
  • Proficiency in ERP/CRM systems (e.g., SAP, Salesforce) and Microsoft Office Suite.

Schedule

#:LI-Hybrid — 3 days in office and 2 days remote.

Benefits

JBT Marel Corporation offers benefits on day 1 of your employment. Including: Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan.

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. JBT Marel uses technology-assisted tools, including artificial intelligence (AI), to support the review of applications. These tools help our recruiting teams identify skills and experience relevant to the role based on job-related criteria. All applications are reviewed by people, and AI is not used to make hiring decisions independently. We are committed to fair, consistent, and inclusive hiring practices globally.