Coordinator, Customer Support

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.

Responsibilities

• Leads customer support coordination activities, ensuring timely and accurate handling of inquiries and requests.
• Assigns tasks, monitors performance, and provides guidance to coordinators and customer service representatives.
• Optimizes workload across the support team and ensures adherence to service levels.
• Maintains records of customer interactions and transactions in CRM systems.
• Communicates with customers to provide updates and resolve issues.
• Resolves escalated and complex issues requiring cross‑functional coordination, and may act as a primary escalation point.
• Prepares and reviews reports on customer support performance and trends.
• Collaborates with internal teams to ensure efficient customer support operations.
• Collaborates cross‑functionally to resolve systemic issues and contributes recommendations in operational reviews.
• Implements standard operating procedures for customer support activities.
• Ensures adherence to standard operating procedures across the team and supports refinement of procedures based on observed gaps or recurring issues.
• Participates in process improvement initiatives to enhance support efficiency.
• Leads process improvement initiatives and system optimization projects in their scope.
• Ensures compliance with company policies, quality standards, and regulatory requirements.
• Supports training and development programs for customer support staff.
• Provides advanced coaching on complex cases and system usage, mentoring new coordinators and supporting team capability building.
• Has advanced and specialized expertise, developed through job-related training and considerable work experience.
• Works autonomously within established procedures and practices.
• Performs a variety of complex tasks and may lead one or more teams, coordinating or facilitating work without formal supervisory responsibility.
• Supports the development and delivery of new solutions to complex problems where precedent may not exist.
• Spends the majority of time performing the same work processes and activities as team members.

Requirements

• Bachelor degree
• At least 5 years of working experience as Customer Support
• ERP experience is a must
• Preferred experience in food processing industry or equipment industry
• Good command of English, Korea language is a plus
• Strong in communication and coordination.
• At JBT Marel, our actions have significance. We recognize that our employees' contributions are the cornerstone of our success.
• Our mission is to strengthen the future of food, steering us towards our vision of becoming the global leader in food and beverage technology. We achieve this by applying JBT Marel's capabilities to collaborate with our customers and lead the way in sustainable innovation.
• Our values reflect our identity at its finest, as we serve with integrity, collaborate with humility, grow with agility, and innovate with impact.
• Equal Opportunity Employment:

Benefits

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