Customer Care Manager

**Scope and Authority**

With over 6,800 employees in 36 countries worldwide, Marel is an international supplier of integrated systems, software and service for the fish, meat and poultry industry to advance food processing. Our vision is of a world where quality food is produced sustainably and affordably

We are looking for Customer Care Manager (CCM), this role is responsible to drive high customer experience and satisfaction levels and sales of services, service contracts, spare parts, modifications and upgrades to meet expected targets for revenue & profitability

**Main Tasks**
- Be the customer advocate and trusted advisor for the customer in their focus market
- Optimize customer relationships by building trust through frequent customer visits and communications
- Meet the agreed financial targets effectively and efficiently through proactive sales of parts, service solutions and service agreements
- Analyze customer performance and needs, identify opportunities and translate this into proposals of solutions for the customer
- Work closely together with CSC, SPC, SCC, SAM, SeKAM (if applicable) and Sales (equipment) to manage the business with the customer and drive customer satisfaction
- Facilitates good relationships with industries and product experts and drives cross border synergies
- Draw up the tactical and operational plans for the customers
- Support development of regional operational plan
- Analyze customer, market and competitor data and translate this information into valuable feedback for the service organization and other relevant functions within Marel
- Manage and maintain pipeline of opportunities, their status, and follow up activities, as it relates to customers
- Maintain strong customer focus to ensure outstanding customer experience, thus securing the organization’s goals for growth, sales, and profit and efficient service delivery and utilization
- Monitor customer satisfaction and execute relevant actions and communications
- Effectively monitor any escalation process for customers
- Travel frequently within the region, and internationally as and when required.
- Other duties assigned due to the need of the business

**Skills and Abilities**
- Proven sales & negotiation skills
- Excellent communication skills and ability to work in a multi-discipline team environment
- A naturally outgoing individual with a profound ability to interact with customers and teams alike.
- A sound knowledge of systematic maintenance principles and how they are translated into value adding service solutions
- Ability to build lasting relationships with the clients.
- Understanding of customer experience scores, and be able to translate that into feedback to the organization and react accordingly
- A customer and service minded self-starting individual, who can manage time effectively and achieve agreed goals.
- Analytical, organized, goal oriented

**Education, Knowledge, and Experience**
- Degree in Engineering and/or Business Administration or similar preferred, Bachelor or Master degree preferred
- Recognized sales training
- Sales of services or capital goods, with minimum experience in this or similar position (2 years). Preferably experience from the industry
- Excellent English skills, both written and verbal
- Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage

**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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