Coordinator, Customer Support II (Hourly)

Customer Support Coordinator

Reports to Manager Customer Support or Manager Service Business (functional – strategy) Manager Customer Support or Manager Service Business (operational - day2day)

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 of the customer’s request. The CSC should also pro-actively work to provide and promote service solutions and spare parts to the customers. To be able to do this the CSC needs to have a good understanding of Marel’s service solutions and products.

The CSC work in close collaboration with Customer Care Manager (CCM), Spare Parts Coordinator (SPC), Service Contract Coordinator (SCC), 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.

The CSC is aligning with the customer on planning of execution of service events to secure all requirements are fulfilled and ensure together with SPC and schedulers that required Marel resources and spare parts are available. Once completed, CSC follow up with the customer to ensure they are satisfied and capture any issues or shortfalls throughout the process and feeds back to the relevant function, suggestions for improvements. The CSC also capture and push for new opportunities.

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 service solutions, spare parts, modifications, upgrades and special offers in line with customer needs.

CSC plays a key role in keeping all customer data up to date and is responsible for updating and/or validating customer or any other information that is critical in the customer journey.

Main Tasks

• 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
• Answer the request when possible, and when needed direct the request to the right function in Marel, e.g. TSE or SPC
• 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 And Abilities

• 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
  
  

Education, Knowledge, and Experience

• 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. Experience from Industry preferred. Experience of using an ERP, CRM or field service management systems. Appreciation of 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
  
  

Commitment to Global Safety

As a Marel employee you are expected to respect internal rules and actively contribute to the delivery of the corporate Safety policy and guidance to ensure Marel is a safe place to work.

Marel Vision and Values

In partnership with our customers, we are transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. Marel’s core values are Unity, Innovation and Excellence