Customer Support Coordinator

Working hours for this role are from 10:00AM CST- 7:00PM CST

This position will require up to 10% travel to meet with customers and for training purposes.

Scope and Authority

Customer Support Coordinator (CSC) 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 point of initial contact until successful fulfillment. The CSC work in close collaboration with Customer Care Manager (CCM), Spare Parts Coordinator (SPC), Service Contract Coordinator (SCC), Resource Planner and Technical Support to ensure an aligned approach to the customer, proactively driving customer satisfaction and sales of services and parts including preparing, conveying and following up on proposals.

The CSC is responsible for collecting accurate information and needs of the customer to ensure successful and swift execution of the customer needs, being technical, commercial, spare parts, complaints or general enquiries. The CSC work closely with other functions in Marel to ensure customer requests are managed successfully. The CSC role is also expected to engage strongly with customers under their responsibility by proactively communicate throughout the customer journey and identify opportunities to proactively promote services, spare parts, modifications, upgrades and special offers in line with customer needs.

CSC follows up on each activity associated with each customer and will follow requests through completion. Once completed, CSC will follow up with the customer on any issues or shortfalls throughout the process and feeds back to the relevant function, suggestions for improvements. CSC plays a key role in keeping all customer data up to date and is responsible for updating and/or validating customer information, being account, site, installed base, contact or any other information that is critical in the customer journey.

Main tasks

• Receive and process customer requests

• Close dialogue with customer to understand needs and urgency to be able to direct the support required efficiently

• Pro-actively identify opportunities to sell service, spare parts, modifications and upgrades

• Close dialogue with CCM, SPC and SCC to ensure aligned and pro-active approach to customer

• Manage the customer expectations and customer information (data in system, case readiness)

• Manage the customer requests and ensure these are followed through in timely and efficient manner

• Gather information, prepare and communicate quotations for services and spare parts

• Follow up on all outstanding quotations and processes order confirmations from customers

• Register service requests and check entitlements

• Validate and update case and work order information

• Update customer about status and progress on his requests in a proactive manner

• Follow through on any shortfalls or compromised service levels

• Ensure the customer is totally satisfied by engaging strongly with him through customer journey

• Escalate unresolved concerns to manager or other functions

• Other duties assigned due to the need of the business

Knowledge and skills

• Excellent communication skills and ability to work in a multi-discipline team environment

• A naturally outgoing individual with a profound ability to interact with customers and teams alike

• Ability to build trust and lasting relationships with the customers

• Understanding of customer experience scores, and be able to translate that into feedback to the organization and react accordingly

• A customer and service minded self-starting individual, who can manage time effectively and achieve agreed goals

• Ability to execute agreed tasks and deadlines against performance criteria (KPI).

• Computer/ERP literate.

Preferred education and experience

Certifications: General education in business administration preferred

Education: College education preferred

Languages: Excellent written & spoken English

Training: Communication, customer relations or similar preferred

Skills:Proactive, organized and goal oriented preferred

Experience: Knowledge of customer service processes and ideally worked in a Sales/Service environment. Experience of using an ERP, CRM or field service management systems

Appreciation of commercial service and business development

Marel USA is an Equal Opportunity Employer. We encourage qualified minority, female, veteran, and disabled candidates to apply and be considered for open positions. For more information, click here for the "EEO is the Law" poster and click here for the poster supplement.

Marel USA will not discharge, or otherwise discriminate against, employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants. An exception exists where the employee or applicant makes the disclosure based on information obtained in the course of performing his or her essential job functions. For more information, click here.