Customer Support Lead

2 months ago

Murarrie, Australia MAJA-Maschinenfabrik Full time

**About the Job**

**That feeling when you’re valued for your ideas, not your seniority**

At Marel, we know that great ideas can come from anywhere. That’s why we always pay attention when people have something to say. Join us as **Customer Support Lead **and you will be part of international team of problem-solvers, united behind one common goal - **to transform the future of food**. This role oversees the daily activities and priorities of a Customer Support Center, leading a team of customer support coordinators and spare part coordinators.

**Who We Are**
Marel is the leading global provider of advanced processing systems and services to the poultry, meat and fish industries. In partnership with the most forward-thinking food processors in the world, Marel is transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. Our team comprises more than 7.500 employees worldwide, offices and subsidiaries in 32 countries across six continents.

**Scope and Authority**
- The Customer Support Center operation is of a high standard
- Flawless processing of customer enquiries and requests
- To maintain high level of customer satisfaction and proactive communications
- Commercial escalations are followed through and jointly act in decision making as per commercial escalation guidelines
- To develop the team in terms of commercial skills, customer engagement and CRM tools
- To carry out other administrative duties as assigned by the Service Business Manager
- Oversee and manage daily activities and priorities of the Customer Support Center
- Responsible to ensure Global Processes are understood and followed by the team
- Responsible to ensure Global KPI’s for the Customer Support Center are monitored and managed
- Ensure the customers’ expectations are managed at all times
- Ensure that enquiries for service and spare parts are handled in a timely manner
- Ensure invoicing for service and spare parts follow financial flow timelines
- Ensures inside sales plans and campaigns are executed
- Assure that adequate training is provided to Customer Support Center staff

**Skills and Abilities**
- Have a strong desire to provide a very high level of customer service, both to our internal and external customers
- Must be experienced with a strong working knowledge of computers common software including MS Word, Excel and have experience in ERP/CRM tools
- Excellent customer service skills as well as both written and verbal communication skills
- Should help wherever possible to adopt, improve, and implement company policies and best practices
- Multitask skill with Self-motivated, energetic individual willing to go to great extents to service customers.
- Ability to work independently as well as in teams.
- Proven Leadership capabilities.
- Commercial mindset with ability to make commercial decisions
- Ability to identify and collect commercial opportunities
- Lead and develop teams

**Education, Knowledge, and Experience**
- Bachelor’s degree or relevant experience
- Excellent written & spoken English
- Service Desk/Help desk or support experience preferable
- Commercial skills with analytical capacities
- Ability to take a leadership role in a dynamic environment

**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 during the year. You will be guided by our organization, and an experienced co-worker that will teach you the specialist knowledge of our system and processes. 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.

Beside, we offer competitive remuneration package, employee benefits and welfare, group life insurance and flexible working options.

**Commitment to Global Safety**

As a Marel employee you are expected to respect internal rules and actively contribute to the delivery of the corporate Safety policy and guidance to ensure Marel is a safe place to work.

**Marel Vision and Values**

In partnership with our customers we are transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. Marel’s core values are: Unity, Innovation and Excellence.

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