Customer Service Supervisor

Customer Service Supervisor

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.

The Opportunity ... As our customer service supervisor– you will report to the senior manager parts segment. Oversee and schedule aftermarket customer service team. 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 team. Ensure customer satisfaction in spare parts and product support to include customer follow-up on all open issues or promises. Surveys and follows up with customers to ensure highest levels of customer satisfaction. Maintain monthly inbound/backlog for 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 (return material authorization) while working with the customer service team to minimize customer returns. Provide back up 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/excess inventory. Provide regular analysis of the parts business using information from the CS SF dashboard. Provide input for monthly report to include: bowlers, 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. Assigns, monitors and reviews work for accuracy, quality and progress. Coach, counsels and trains 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 to established budget and help correct variances.

Requirements for the role: (5) years industry experience. Experience leading or supervising others and coordinating projects. Associates degree required, bachelor's degree in business preferred. Knowledge of food processing equipment/products, services and industry standards. Knowledge of lean manufacturing processes. Knowledge of inventory management and stock level adjustment. Required: advanced proficiency in Microsoft Excel. Must have experience using Excel to analyze data and create reports and ability to use Excel functions such as pivot tables, vlookup, index/match, sumif, 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. You must be authorized to work in the US without sponsorship now or in the future.

Travel & Location: This position is onsite + 25% travel (trade shows, customer sites, other business sites).