Customer Support Coordinator

About the Role

JBT Marel is seeking a detail-oriented and customer-focused Customer Care & Spare Parts Specialist to support our Prepared Foods North America Spare Parts business. In this role, you will help customers obtain the parts and support they need by processing orders, preparing estimates, answering questions, and coordinating with internal teams to ensure accurate and timely delivery.

The ideal candidate is organized, communicates effectively, enjoys solving problems, and can manage multiple priorities in a fast-paced environment. This is an excellent opportunity for someone who enjoys building customer relationships and contributing to a positive customer experience.

What You'll Do

• Process customer purchase orders and prepare accurate spare parts estimates and quotations.
• Respond to customer inquiries regarding pricing, parts availability, order status, and expected delivery dates.
• Follow up on outstanding estimates and orders to support sales opportunities and customer satisfaction.
• Maintain accurate customer records, order details, and case documentation in Salesforce and SL9.
• Partner with Purchasing, Warehouse, and other internal departments to coordinate order fulfillment and resolve issues.
• Process customer returns, return material authorizations (RMAs), credits, invoices, and other service-related requests.
• Monitor open customer cases and provide timely, proactive updates.
• Identify and escalate urgent customer needs, including production-down situations that may affect customer operations.
• Assist in resolving pricing discrepancies, shipping issues, and order delays.
• Follow established procedures and company policies while identifying opportunities to improve processes.
• Support departmental performance goals related to customer response times, order processing accuracy, and estimate conversion.

What We're Looking For

• Previous experience in customer service, order entry, sales support, manufacturing, or spare parts coordination is preferred.
• Strong communication and customer service skills, with the ability to work effectively with customers and internal teams.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple requests, prioritize tasks, and meet deadlines.
• Strong problem-solving skills and the ability to make sound decisions within established guidelines.
• Proficiency in Microsoft Office applications, particularly Excel.
• Experience with ERP and CRM systems is preferred; experience with Salesforce or SL9 is a plus.
• Ability to learn new systems, follow established procedures, and work independently with moderate supervision.
• A proactive, team-oriented approach with a commitment to providing excellent customer service.

What Success Looks Like

• Customer orders and estimates are processed accurately and in a timely manner.
• Customers receive responsive communication and consistent updates.
• Open cases and order fulfillment issues are followed through to resolution.
• Internal teams work together effectively to meet customer needs.
• Departmental goals for service, efficiency, and estimate conversion are supported.