Lead Coordinator, Customer Support

About The Job

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.

Job Description Summary

• Provides spare parts support across multiple channels, independently processing standard orders, quotations, contracts and inquiries on time and within service levels. Processes transactional exceptions by applying defined rules and seeking approvals where required; escalates complex issues appropriately.
• Maintains and updates records of spare parts transactions in ERP/inventory systems, ensuring data quality, traceability, and correct documentation.
• Communicates proactively with customers to confirm requirements, provide status updates, set expectations on lead times/availability, and prevent rework.
• Coordinates with internal teams (logistics, warehouse, planning, procurement, service, sales) to remove blockers and ensure timely order fulfillment.
• Supports routine reporting (e.g., open orders/returns, backorders, expedite lists) and provides case summaries or follow-ups as directed.
• Supports inventory control activities, including cycle counting and stock reconciliation, and flags data issues such as obsolete codes or substitutions to relevant owners.
• Participates in continuous improvement activities, suggesting updates to templates, item master data, and process steps to improve accuracy and cycle time.
• Participates in training programs to develop technical and customer service skills. Shares practical tips and know-how with junior colleagues and assists with routine questions, supporting peer learning.
• Ensures compliance with company policies, quality standards, and regulatory requirements.
• Maintains a customer-focused approach balancing responsiveness with accuracy and commercial rules.

Key Responsibilities

• Spare Parts & Service Orders
  • Handle all spare parts orders in Vietnam
  • Coordinate service orders and follow up with customers and internal teams
  • Ensure correct parts identification, pricing, and timely order processing
  • Handle spare parts import customs processes, ensuring compliance with local regulations
• Customer Communication & Support
  • Act as the primary contact for customers on spare parts and service-related requests
  • Communicate with customers in local language (Vietnamese), which is strongly preferred and often required
  • Support CCM / Service Sales by responding to customer inquiries and providing necessary information
  • Providing quotations, contracts, order status, and customer updates
  • Help coordinate service schedules and follow-up actions
• Office & Administrative Support
  • Support office administrative work (documentation, filing, coordination, etc.)
  • Provide finance support, such as: Coordinating invoices and payment documents
  • Supporting internal reporting and cost tracking related to spare parts and service

Why work at JBT Marel

• We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community.
• We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects.
• We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth!

Commitment To Diversity

Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative.

Equal Opportunity Employment

JBT Marel provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT Marel, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at the time.