Coordinator, Customer Support II

Position Overview

As our Customer Support Coordinator – Meat NA you will report to the Manager Customer Support Specialist. The CSC serves as the main customer representative and contact for customer inquiries and requests, providing the best customer service from the point of initial contact until successful fulfilment of the customer’s request. The CSC should also provide and promote service solutions and spare parts to customers, requiring a good understanding of JBT Marel’s service solutions and products.

• Receive and process customer requests for service and spare parts and identify opportunities to sell service solutions, spare parts, modifications and upgrades
• Actively promote solutions to customers
• Gather information, prepare and communicate quotations for service solutions and spare parts
• 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 and work with customer throughout events to stay ahead of changes to ensure customer satisfaction and escalating any unresolved concerns
• Manage the customer expectations and customer information (data in system, case readiness)

• High school diploma and business administration education preferred
• Perform tasks and meet deadlines against performance criteria (KPI)
• Ability to build product knowledge
• ERP, CRM or field service management systems experience
• Experience in customer service processes preferably worked in a Sales/Service environment
• Must be authorized to work in the US without sponsorship now or in the future

• Hybrid arrangement; reside in the Greater Des Moines area with some travel to customer sites and be comfortable with the meat processing industry

JBT Marel offers benefits on day 1 of employment, including medical, dental, life insurance, short‑term and long‑term disability, family leave, vision coverage, and a matched 401(k) plan.

We are committed to diversity, equity, inclusion, and belonging as a fundamental value and business imperative, and we strive toward our DEIB goals.

JBT Marel provides equal employment opportunity to all employees and qualified applicants for employment, and we will not tolerate any form of discrimination. We make hiring decisions based solely on qualifications, merit and business needs, and we accommodate applicants with reasonable adjustments during the application or interview process.