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 fortify 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 Serve with Integrity - Collaborate with Humility - Grow with Agility - Innovate with Impact.

This is a full-time salaried position.

Responsibilities:

• Oversees and schedules aftermarket customer service team.
• Provides leadership and day to day management of customer service representatives and distribution of workload.
• Creates and meets sales budgets and performance objectives for the department.
• Participates in hiring, terminations, performance reviews, coaching, and salary planning.
• Ensures customer satisfaction in spare parts and product support.
• Ensures customer follow-up on all open issues or promises.
• Surveys and follows up with customers to ensure highest levels of customer satisfaction.
• Maintains monthly Inbound/Backlog for Department.
• Maintains a record of all red flag issues and communicates and coordinates activities with production, customers, vendors or suppliers until the issue is resolved.
• Oversees issuance of credit memos' and RMA's (Return Material Authorization) while working with the customer service team to minimize customer returns.
• Provides back up for daily correspondence with customers involving phone support for parts questions, pricing and availability information.
• Works directly with Operations Manager/ departments to determine proper spare parts inventory levels while minimizing slow moving/obsolete/excess inventory.
• Provides regular analysis and reporting of the parts business using information from the CS.