Customer Service Supervisor

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At JBT Marel, what we do matters. Our purpose is to transform the future of food, guiding our vision of being the global leader in food and beverage technology. We partner with our customers and pioneer sustainable innovation. Our values – Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation – show who we are at our best.

As our Customer Service Supervisor, you will report to the Senior Manager Parts Segment and oversee and schedule the aftermarket customer service team. You will provide leadership and daily management of Customer Service Representatives and distribution of workload.

• Create and meet sales budgets and performance goals for the department. Participate in hiring, terminations, performance reviews, coaching, and salary planning of the team.
• Ensure customer satisfaction in spare parts and product support, including follow‑up on all open issues or promises. Conduct surveys and follow up with customers to ensure the highest levels of satisfaction.
• Maintain the monthly Inbound/Backlog for the department.
• Maintain a record of all red‑flag issues and coordinate activities with production, customers, vendors, or suppliers until the issue is resolved.
• Oversee issuance of credit memos and RMA’s while working with the customer service team to minimize customer returns.
• Provide backup for daily correspondence with customers involving phone support for parts questions, pricing, and availability information.
• Work directly with Operations Manager/Departments to determine proper spare parts inventory levels while minimizing slow‑moving, obsolete, or excess inventory.
• Provide regular analysis of the parts business using information from the CS SF dashboard.
• Provide input for the Monthly Report, including bowls, departmental report, inbound/backlog, performance. Prepare other analysis and reports.
• Create training aids for customers and fellow employees.
• Create documentation to share information with fellow employees.
• Manage customer service/parts sales team members: assign, monitor, and review work for accuracy, quality, and progress.
• Coach, counsel, and train team members to improve skill, productivity, safety, quality, and processes.
• Create and meet sales budgets, departmental budget, and performance goals for the department.
• Maintain profit margins and minimize costs.
• Manage and correct variances to the established budget.

• 5 years industry experience.
• Experience leading or supervising others and coordinating projects.
• High School diploma required;
  College degree in business preferred.
• Knowledge of food processing equipment, products, services, and industry standards.
• Knowledge of lean manufacturing processes and inventory management, including stock level adjustment.
• Advanced proficiency in Microsoft Excel; experience using Excel to analyze data, create reports, and use functions such as Pivot Tables, VLOOKUP, INDEX/MATCH, SUMIF, and COUNTIF.
• Proficient in ERP (Enterprise Requirements Planning) systems, preferably Infor Syteline, for order entry, RMA’s, financial reporting, and information retrieval.
• Mechanical knowledge to troubleshoot application‑related issues.
• Authorized to work in the US without sponsorship now or in the future.

• This position is onsite.
• 25% travel (trade shows, customer sites, other business sites).

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

Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work toward our DEIB goals is not just a principled choice, but also a business imperative.

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. 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 the time. We will reasonably accommodate applicants who need adjustments to participate in the application or interview process. If you require assistance or accommodation during the application process, please contact JBT Marel at .

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