Customer Support Coordinator

To further strengthen our Service Teams in Oberlahr (Slicing & Dicing), we have an opportunity for two people to join us within the role of the **Customer Support Coordinator (CSC) **(M/F/d)***

The CSC is 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 Customer Support Coordinator (CSC) should also pro-actively work to provide and promote service solutions and spare parts to the customers.

The Customer Support Coordinator (CSC) will work in close collaboration with the 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

**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
- 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
- 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
- Manage the customer expectations and customer information (data in system, case readiness)

**Requirements**:

- 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)
- Knowledge of customer service processes and preferably worked in a Sales/Service environment.
- Experience of using an ERP, CRM or field service management systems.

**We offer**

We offer you the opportunity to develop yourself. This starts on you first day. You will receive an extensive, well-prepared onboarding period, followed by a function-specific development track of one year. You will be guided by our organization and an experienced coworker, that will teach you the specialist knowledge of our advanced equipment. On an annual basis, you will create a personal development plan so your professional and personal development are always top of mind. Our informal culture offers you the opportunity to take your own responsibilities and show initiatives.

**Contact information**

LI-NS1
LI-Hybrid