Customer Care Manager, Vietnam

Ho Chi Minh City
Permanent
Full-time

10 days ago

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.Position Overview:The Customer Care Manager is responsible for increasing sales volume and revenue for Aftermarket, by promoting and profitably selling parts, upgrades, services and PRoCARE agreements developing new and nurturing existing customer relationships thus growing revenue and customer base. In direct collaboration with the Business Units for key account clients including Customer Care counterparts in Europe, Americas and Asia, this position ensures customer support standards and expectations are consistent globally.PRIMARY RESPONSIBILITIES:

To carry out aftermarket products, activities and develop spare parts, upgrade and service contract business.
Sales target responsibility (spares, services, retrofits inbound and revenue).
Owner of overview of spare parts quotes / orders and follow up.
Opportunity and Pipeline Creation / management (Salesforce) and Sales Funnel.
Monthly sales forecast on product line
Responsible customer satisfaction
Responsible for clear sales information (kick off, all written details, creating clear “picture of the customer” 6points plan, silhouette progress)
Maintain customer relation (visits, calls) and installed base (administration)
Yearly customer visit plan based on Operational plan and customer silhouettes
Identification customer needs
Handle Customer complaints and warranty (receiving and follow up)
Follow up outstanding invoices
Owner of the first line communication conf. calls, break down, PO, escalation
Owner of regular conference call about operations follow up with support of Helpdesk/Engineering
Managing new customer (silhouette ‘E’) after take over off project management through learning curve with customer care approach
Managing/Maintain content customer care contract with customer in alliance with PCCM
Managing connection with Technical Customer Care Support and Back Office Operation.
Cooperation within Customer Care Sales SEA direction and liaison with new equipment sales team.

Minimum Qualifications:

Minimum Bachelor Degree in Mechanical / Electrical / Chemical Engineering preferably or Business Administration
Minimum 5 years’ experience in aftermarket sales with similar industry (Food&Dairy Industry will be advantage).
Good knowledge in aftermarket product sales
Strong capabilities in managing / supervising aftermarket projects
Strong commercial knowledge.
Strong interpersonal skills, able to communicate with local and international colleagues
Able to work under pressure
Able to work independently as well as enjoy being part of a team
Multitasking and able to work in matrix organization
Able to travel and work at flexible hours as the job may require
Good command of written and spoken English
Familiar with computer usage, Windows, Office, Visio, and Internet Applications and Salesforce
Possess own vehicle / driving license

Why work at JBT MarelWe 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 DiversityDiversity, 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 EmploymentJBT 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.#LI-EZ1

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