Customer Service Representative

About the role

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

JBT Marel offers benefits on day 1 of your employment. Including: Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan. 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 the time. JBT Marel 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 Use of Technology in Our Hiring Process JBT Marel uses technology-assisted tools, including artificial intelligence (AI), to support the review of applications. These tools help our recruiting teams identify skills and experience relevant to the role based on job-related criteria.

All applications are reviewed by people, and AI is not used to make hiring decisions independently. We are committed to fair, consistent and inclusive hiring practices globally. #LI-AR1