Poultry Customer Support Coordinator - EMEA

JBT Marel; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Job summary

JBT Marel in Warsaw, Poland, is seeking a Customer Support Coordinator (M/F/X) for Poultry EMEA. You will serve as the primary customer representative, handling inquiries from initial contact through fulfillment, and promoting Marel service solutions and spare parts.

In this role you will collaborate with CCM, SPC, SCC, and other teams to execute service events, manage data accuracy, and explore new opportunities.

Qualifications

• 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.
• 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).
• Ability to build product knowledge
• Computer/ERP literate
• Proactive, organized and goal oriented preferred

Responsibilities

• Receive and process customer requests for service and spare parts.
• Pro-actively identify opportunities to sell service solutions, spare parts, modifications and upgrades.
• Close dialogue with customer 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 processes order confirmations from customers.
• Register service requests and check entitlements.
• Prepare service events (resources, spare parts etc.) with SPC and Scheduler.
• Close dialogue with customer on planning for event to ensure all requirements are clear and fulfilled.
• Create and update case and work orders.
• Pro-actively follow up with customer if there are changes to the plan.
• Update customer about status and progress on his requests in a proactive manner.
• Follow up on executed events, including going through service reports and follow up with customer.
• Follow up on actions in service reports.
• Ensure the customer is totally satisfied by engaging strongly with him through customer journey.
• Escalate unresolved concerns to manager or other functions.
• Close dialogue with CCM, SPC, SCC and TSE to ensure aligned and pro-active approach and communication to customer, primary channel of communication to customer should be through CSC.
• Manage the customer expectations and customer information (data in system, case readiness)
• Follow through on any shortfalls or compromised service levels
• Other duties assigned due to the need of the business

Skills

Excellent communication skills

Customer-focused

Relationship-building

Multidisciplinary teamwork

Proactive and organized

Ability to meet deadlines

Job description

JBT Marel in Warsaw, Poland, is seeking a Customer Support Coordinator (M/F/X) for Poultry EMEA. You will serve as the primary customer representative, handling inquiries from initial contact through fulfillment, and promoting Marel service solutions and spare parts.

In this role you will collaborate with CCM, SPC, SCC, and other teams to execute service events, manage data accuracy, and explore new opportunities.