Customer Service Representative

JBT MAREL CORPORATION; Buford (GA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Disability coverage

401(k) plan

Family leave

Vision coverage

Job summary

JBT Marel is hiring a Customer Service Representative in Buford, GA. You will be the main contact for customer inquiries and requests, delivering best-in-class service from first contact through fulfillment.

You will collaborate with the CCM, Field Service Manager, and other teams to align on customer needs, propose service solutions and spare parts, and prepare quotations for service events. Strong communication and ERP/CRM familiarity are essential.

Qualifications

• Excellent communication skills and ability to work in a multi-disciplined team environment.
• Outgoing individual able to interact with customers and teams.
• Ability to build trust and relationships with customers.
• Customer and service-minded self-starter who can manage time effectively and achieve goals.
• Ability to execute tasks against KPIs.
• Knowledge of customer service processes; ERP/CRM familiarity.
• English language proficiency (excellent).

Responsibilities

• Serve as the key customer representative for enquiries and requests.
• Provide best-in-class customer service from initial contact to fulfillment.
• Promote service solutions and spare parts for customers.
• Collaborate with CCM, Field Service Manager, Resource Planner, Schedulers and Technical Support.
• Prepare and follow up on proposals and service events.
• Coordinate planning of service events with customers and internal resources.
• Gather customer information and communicate quotations for services and parts.
• Follow up on quotations and process order confirmations.
• Direct requests to the appropriate function (TSE or SPC) when needed.
• Maintain clear dialogue with customers and CCM to ensure alignment.

Skills

Excellent communication skills

Customer-service oriented

Ability to build trust and rel.

Time management

ERP literacy

CRM experience

Multi-disciplinary teamwork

English proficiency

Education

Bachelor's degree in Business Administration

Tools

ERP systems

CRM software

Field service management systems

Job description

At JBT Marel, what we do matters , we know that the contribution of our employees leads to the success of our business.

Our purpose is to transform the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT Marel to partner with our customers and pioneer sustainable innovation.

Our values show who we are at our best. As we Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation.

As our Customer Service Representative (CSR), you will serve as the key customer representative and point of contact for customer enquiries and requests.

Your main responsibility is to provide best-in-class customer service from the point of initial contact until successful fulfillment of the customer's request.

On a given day, you may:

• Work to provide and promote service solutions and spare parts for the customers.
• Work in close collaboration with Customer Care Manager (CCM), Field Service Manager, Resource Planner, Schedulers and Technical Support to ensure an aligned approach to the customer, proactively driving customer satisfaction and sales of services and parts. This includes preparing, conveying and following up on proposals as well as preparing and following up on execution of service events.
• Align with the customer on planning of execution of service events to ensure all requirements are fulfilled and ensure together with JBT Marel resources and spare parts are available.
• Collect accurate information and needs of the customer to ensure successful and swift execution of the customer's needs (technical, commercial, spare parts, complaints, or general enquiries).
• Receive and process customer requests for service and spare parts.
• Close dialogue with customers to understand the needs and urgency of requests.
• Gather information, prepare and communicate quotations for service solutions and spare parts.
• Follow up on outstanding quotations and process order confirmations from customers.
• Answer the request when possible, and when needed to direct the request to the right function in JBT Marel, e.g. TSE or SPC.
• Close dialogue with customers on planning events to ensure all requirements are clear and fulfilled.
• Close dialogue with CCM and TSE to ensure aligned and proactive approach and communication to customer; primary channel of communication to customer should be through CSR.
• Manage customer expectations and customer information (data in system, case readiness).

Required Qualifications

• Excellent communication skills and ability to work in a multi-disciplined team environment.
• A naturally outgoing individual with a profound ability to interact with customers and teams alike.
• Ability to build trust and relationships with 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.

Preferred Qualifications

• General education in business administration preferred, College education preferred.
• Communication, customer relations or similar training preferred.
• Knowledge of customer service processes and preferably worked in a Sales/Service environment. Industry experience is preferred. Experience using ERP, CRM, or field service management systems. Appreciation for commercial service and business development.
• Excellent English skills, both written and verbal.
• Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage.

We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community.

We foster a genuine, inclusive team culture, enjoying collaborative working across our global teams to deliver world-class projects.

We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth!

Benefits

• Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan.

Equal Opportunity Employment

JBT Marel provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT Marel, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at