Customer Support Analyst

Description

Job Summary: The Customer Support Analyst is the primary point of contact, ensuring excellence in customer service, proactive offering of solutions, and internal collaboration to satisfy customers. Key Highlights: 1. Primary point of contact for customer service 2. Proactively offers solutions, services, and parts 3. Collaborates with internal departments to ensure efficient and aligned customer service The **Customer Support Analyst (CSA)** serves as the main customer contact point, responsible for delivering excellent service from the first interaction through to request resolution. The CSA proactively offers solutions, services, and parts while maintaining solid knowledge of JBT Marel products. Working collaboratively across various internal departments ensures aligned, efficient, and customer-satisfaction-focused service—including proposal follow-up, service events, and deliveries. The CSA participates in service planning and execution, ensuring all resources are available, monitors outcomes, identifies improvement opportunities, and drives new business. The CSA is also responsible for understanding customer needs, managing information accurately, maintaining consistent communication throughout the customer journey, and ensuring system data remains up to date.**Key Responsibilities** ------------------------- * Handle and manage customer requests related to services and parts * Identify sales opportunities for solutions, modifications, and upgrades * Maintain close communication to understand customer needs and timelines * Prepare, track, and negotiate quotations and orders * Log, update, and track service cases and work orders * Plan and coordinate service events with internal departments * Inform customers about status updates, changes, and request progress * Monitor service execution and ensure customer satisfaction * Manage data, expectations, and service-level agreements * Support other business needs as required **Skills and Competencies** ------------------------------ * Naturally communicative profile with strong interpersonal skills for engaging customers and teams * Ability to build trust and long-term relationships with customers * Proactive, customer- and service-oriented profile with effective time management and results focus * Ability to meet tasks and deadlines according to performance criteria (KPIs) * Capacity to develop in-depth product knowledge * Proficiency in computer applications and ERP systems **Education, Knowledge, and Experience** ---------------------------------------- * Bachelor’s degree in Engineering or Business Administration (preferred), undergraduate degree strongly preferred * Training in communication, customer relationship management, or related areas (preferred) * Knowledge of customer service processes and experience in Sales/Service environments, preferably within the industrial sector * Intermediate level of English, both written and spoken \#LI\-DG1