Customer Service Coordinator

Haarslev is an innovative company that provides powerful processing solutions engineered to benefit the global environment. We apply advanced technologies and industry expertise to help our customers create a cleaner, greener, and more sustainable future.

As part of this remarkable journey, we are looking for a Customer Service Coordinator to join our team.

The Job

The Customer Service Coordinator (CSC) is an essential part of Haarslev's Commercial Service Department, responsible for delivering an exceptional customer experience through proactive communication, effective service coordination, and comprehensive customer support.

Serving as the primary point of contact for assigned customer accounts, the CSC guides customers through the entire service journey, from initial inquiry through resolution. This position plays a key role in maintaining strong customer relationships, coordinating service requests, identifying aftermarket sales opportunities, and contributing to departmental revenue goals.

You will report to the Customer Service Manager and be part of the Global Services team in North America, working closely with Service Area Managers, Capital Sales, and other internal departments to ensure customers receive timely, accurate, and effective solutions.

Tasks and Responsibilities:

Customer Relationship Management & Service Excellence

• Serve as the primary point of contact for assigned customer accounts, ensuring a consistent, responsive, and professional customer experience.

• Build and maintain strong customer relationships through proactive communication, timely follow-up, and reliable service.

• Coordinate customer inquiries, requests, and service needs from initial contact through resolution.

• Act as a trusted advisor by understanding customer needs and identifying appropriate service solutions.

• Collaborate with Service Area Managers, Capital Sales, and internal teams to ensure customer requests are handled efficiently and effectively.

• Respond to urgent customer needs by gathering relevant information, coordinating resources, and facilitating timely resolution.

• Research and resolve complex customer inquiries, escalating issues to appropriate team members when necessary.

• Support continuous improvement initiatives to enhance customer satisfaction, service quality, and operational efficiency.

Sales Support & Revenue Growth

• Contribute to the achievement of departmental service revenue goals through proactive customer engagement, aftermarket sales opportunities, and consistent follow-up.

• Identify opportunities for spare parts, equipment rebuilds, upgrades, promotional offerings, and other service solutions.

• Review installed equipment records to identify customer needs and opportunities for proactive service recommendations.

• Prepare accurate and timely quotations for spare parts, flat-rate rebuilds, and requests associated with U.S. Capital Sales projects.

• Follow up on quotations, sales opportunities, and customer inquiries to support customer retention and departmental revenue growth.

• Collaborate with Service Area Managers and Capital Sales to support customer requirements and commercial objectives.

• Contribute to established monthly, quarterly, and annual departmental performance goals and KPIs.

CRM, Order Management & Data Integrity

• Maintain accurate and up-to-date customer account information, contact records, installed equipment data, and sales opportunities within the company's CRM system.

• Perform lead order creation and manage sales opportunities, customer cases, and sales orders.

• Process and maintain customer requests, quotations, and orders using Sage, CRM, and other applicable business systems.

• Verify pricing, equipment specifications, parts compatibility, and order details using internal resources and technical documentation.

• Cross-reference information across Sage, XAL, operating manuals, and other available resources to ensure accuracy.

• Maintain accurate documentation and records to support reporting, customer communication, and service delivery.

• Support the effective execution of established service delivery processes.

Collaboration & Service Coordination

• Work closely with Service Area Managers, Capital Sales, and other internal departments to coordinate customer service activities.

• Communicate customer priorities, service requirements, and potential challenges to appropriate team members.

• Monitor outstanding customer requests and proactively address delays, unresolved issues, and opportunities for improvement.

• Coordinate internal resources to support timely fulfillment of customer commitments.

• Participate in departmental initiatives focused on improving processes, customer satisfaction, and overall service performance.

• Perform other related duties as assigned by the Customer Service Manager.

What We Want From You

We're looking for a customer-focused, organized, and proactive individual who enjoys building relationships, solving problems, and delivering exceptional service.

Required Qualifications:

• Associate degree or a minimum of three years of relevant customer service experience.

• Excellent written and verbal communication skills.

• Strong interpersonal skills with the ability to build and maintain positive customer relationships.

• Excellent organizational skills, attention to detail, and the ability to manage multiple priorities.

• Strong analytical and problem-solving skills with the ability to identify practical solutions.

• Ability to work independently while collaborating effectively within a team environment.

• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.

• Ability to adapt to changing customer needs, business priorities, and operational requirements.

• Willingness and ability to participate in a rotating after-hours on-call schedule.

Preferred Qualifications:

• Experience in manufacturing, industrial equipment, technical customer service, or aftermarket sales.

• Knowledge of the rendering industry or industrial processing equipment.

• Experience with CRM and ERP systems, including Sage or similar platforms.

• Experience preparing quotations, processing customer orders, or supporting service-related sales.

• Ability to interpret technical documentation, equipment specifications, and parts information.

Additional Requirements: Occasional business travel may be required.

What Haarslev Offers

At Haarslev, you'll be part of an international organization committed to innovation, collaboration, and creating a more sustainable future.

We offer:

• Opportunities for professional and personal growth and development.

• The opportunity to work alongside a skilled, international team dedicated to making a positive environmental impact.

• An open, supportive, and collaborative company culture.

• A commitment to healthy work-life balance, recognizing the importance of time for family, friends, and personal interests.

Application

If you're passionate about delivering exceptional customer service and interested in joining one of the world's leading processing technology companies, we encourage you to apply.

All applications must be submitted through our online application portal. Applications submitted via email will not be accepted.

Haarslev encourages all interested and suitably qualified candidates to apply.

The Recruitment Process

Our recruitment process typically includes:

1. An initial phone conversation with Human Resources.

2. An interview with the hiring manager.

We look forward to learning more about you and the experience you can bring to Haarslev.