Coordinator, Customer Support Admin

JBT Marel Corporation; Adlington; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Holiday allowance

Healthcare

Pension

Hybrid working

Job summary

JBT Marel is seeking a Coordinator, Customer Support Admin in Adlington, UK. The role focuses on coordinating field service activities, liaising with service engineers, and maintaining accurate records to ensure high levels of customer satisfaction.

You will manage schedules, communicate with customers, and prepare reports. The position offers a 40-hour working week, with a hybrid working environment and opportunities for professional growth within a global technology leader in food processing.

Qualifications

• Strong ability to manage schedules and coordinate multiple activities effectively.
• Excellent verbal and written communication skills for interacting with customers and colleagues.
• Precision in maintaining records and managing service schedules.
• Commitment to delivering high levels of customer satisfaction.
• Ability to work well with others and support the service team.

Responsibilities

• Coordinate and schedule field service activities, ensuring timely deployment of service engineers.
• Manage service calendars and allocate resources based on priority and availability.
• Serve as the primary point of contact for customers regarding service inquiries, scheduling, and follow-up.
• Maintain clear and professional communication with customers to ensure their needs are understood and addressed.
• Liaise with service engineers to communicate job details, customer requirements, and any special instructions.
• Ensure service engineers are adequately prepared for their assignments.
• Maintain accurate records of service activities, customer interactions, and engineer schedules.
• Prepare reports on service performance, identifying areas for improvement.
• Handle quoting and invoicing for service activities, ensuring accuracy and timely processing.
• Address and resolve customer complaints or service issues, escalating to management as necessary.
• Identify opportunities for improving service coordination processes and implement changes to enhance efficiency.
• Assist in managing inventory levels of spare parts and tools to ensure availability for service activities.
• Ensure all service activities comply with statutory and Proseal-specific health and safety requirements.

Skills

Schedule management

Customer service

Communication

Record-keeping

Team collaboration

Job description

We are looking for a Coordinator, Customer Support Admin to join our team at JBT Marel in Adlington, UK.

JBT Marel is a leading global technology solutions provider to high-value segments of the food processing industry. We have offices in more than 25 plus countries all over the world and we are growing both organically and by acquisitions and we are continuously looking for new employees that want to grow with us!

Proseal UK Ltd - part of JBT Marel - is a company that designs and manufactures high quality tray sealing and conveying systems for the food industry and has manufacturing facilities in the UK, North America, and Australia. Having been established for 25 years, demand for the Proseal product is growing and we are responsible for developing many plastic-based alternatives for preserving the life of and carrying food safely.

Formed in 1998, Proseal has not only become the leading manufacturer of tray sealing machinery and tooling in the UK but is now also recognized as a major force internationally with manufacturing facilities in United states and Australia along with offices in Ireland, Holland, Spain, Canada, South America, and Dubai.

Position Summary:

The Coordinator, Customer Support Admin is responsible for managing and coordinating administrative tasks related to field service operations, ensuring efficient and effective support for Proseal customers. This role involves scheduling service activities, liaising with service engineers, and maintaining accurate records. The Coordinator, Customer Support Admin plays a critical role in ensuring smooth operations and high levels of customer satisfaction.

Shift Pattern/ Working Hours:

• Monday to Friday, with a 30-minute unpaid lunch break each day and two paid 15 minutes per day.
• A total of 40 hours per week.

Key Tasks and Accountabilities:

• Coordinate and schedule field service activities, ensuring timely and efficient deployment of service engineers.
• Manage service calendars and allocate resources based on priority and availability.
• Serve as the primary point of contact for customers regarding service inquiries, scheduling, and follow-up.
• Maintain clear and professional communication with customers to ensure their needs are understood and addressed.
• Liaise with service engineers to communicate job details, customer requirements, and any special instructions.
• Ensure service engineers are adequately prepared for their assignments.
• Maintain accurate records of service activities, customer interactions, and engineer schedules.
• Prepare reports on service performance, identifying areas for improvement.
• Handle quoting and invoicing for service activities, ensuring accuracy and timely processing.
• Address and resolve customer complaints or service issues, escalating to management as necessary.
• Identify opportunities for improving service coordination processes and implement changes to enhance efficiency.
• Assist in managing inventory levels of spare parts and tools to ensure availability for service activities.
• Ensure all service activities comply with statutory and Proseal-specific health and safety requirements.
• Undertake any other duties required by management to meet the needs of the business.

Aptitudes Required:

• Strong ability to manage schedules and coordinate multiple activities effectively.
• Excellent verbal and written communication skills for interacting with customers and colleagues.
• Ability to address and resolve issues promptly and effectively.
• Precision in maintaining records and managing service schedules.
• Commitment to delivering high levels of customer satisfaction.
• Ability to work well with others and support the service team.

Why join JBT Marel?

At JBT Marel, what we do truly matters. We are driven by our purpose to transform the future of food and strive to be a trusted partner in building a more sustainable food industry.

Our values guide everything we do:

• Serve with integrity.
• Create with collaboration.
• Grow with excellence.
• Advance with innovation.

We are committed to helping you grow - professionally and personally - by offering development opportunities, global collaboration, and meaningful work that makes an impact.

You’ll be part of an inclusive, international team culture, working on exciting projects that challenge and inspire you.

What we offer

• Competitive salary based on your location and experience.
• Benefits package including holiday allowance, healthcare, and pension (details shared during the process).
• Flexible, hybrid working environment.
• Opportunities for growth, learning, and career development.

JBT Marel is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.