Customer Support Specialist

Kalmar is moving goods in critical supply chains around the world, with the vision to be the forerunner in sustainable material handling equipment and services.

Compensation Data

• Base Salary: Starting @ $60,000.00 per year
• Eligible for Annual Bonus
• Eligible for Annual Salary Review & potential increased

Purpose of the position

The Customer Support Specialist (CSS) serves as the primary point of contact and coordinator for a wide range of customer inquiries directed through Kalmar Front Line Units (FLUs). In this role, the CSS is responsible for managing Salesforce cases related to spare parts from start to finish, ensuring that customer queries are resolved promptly, effectively, and with a strong commitment to customer satisfaction. Additionally, the CSS proactively monitors the order backlog, identifying areas for improvement and implementing necessary changes. This role is critical to nurturing strong customer relationships and fostering loyalty by prioritizing customer satisfaction at every stage.

In close collaboration with FLU key contacts, the CSS coordinates cross-departmental efforts, engaging with Supply Chain, Product Management, Documentation, Technical Support, Logistics, Sourcing, and Pricing teams. With a clear mandate to draw on resources and expertise across all PLS functions, the CSS drives solutions that are both customer-centric and commercially sound, ensuring a seamless customer experience while contributing to the business’s commercial success.

Main tasks and responsibilities

• Take full ownership and responsibility for cases across the LATAM region, managing end-to-end processes.
• Leverage all available tools and resources to resolve customer issues, with full support from all business functions.
• Proactively monitor purchase order backlogs and delivery dates for assigned FLUs; take corrective actions, apply necessary adjustments, and communicate status updates.
• Hold meetings and maintain ongoing communications with FLU to gather country-specific needs, gather feedback, prioritize orders, and address any obstacles.
• Operate within multiple systems including SAP, Salesforce (SF), Sovelia, JIRA, Navetti, and Kalmar dashboards (Qliksense).
• Supervise and support customer order shipments from the Distribution Center in France
• Provide support for JIRA claim handling as required.
• Manage core unit returns as required.
• Modify sales orders for direct deliveries when required; amend or cancel sales orders (SO) upon request.
• Monitor key performance metrics and drive continuous improvement
  • % of cases resolved within 7 days
  • % of “Machine Down” cases resolved within 5 days
  • % of Case hit rate (orders won due to case resolution)

What you’ll need to succeed

Education

• College degree in Business Administration, Supply Chain/Logistics, Sales/Marketing or similar discipline preferred
• High School Diploma or equivalent required

Experience

• Minimum 3 years’ experience in customer support, supply chain/logistics, or sales
• Experience working with SAP and Salesforce preferred

Competencies

• Fluent in English and Spanish language required, preference will be given to candidates who are also fluent in Portuguese language
• Personality: Service minded, Customer centric and proactive in communication towards the FLUs (organize, lead, and create follow ups and memos): a “can-do attitude”.
• Analytical and independent
• Effective communication. Able to deal with challenging conversations. Able to communicate through different platforms; digital meetings, SF, phone etc.
• Team player. Understands the power of being in a team and utilizing the team.
• Customer Satisfaction Focus

What makes a role in Customer Support with Kalmar engaging and rewarding?

Customer satisfaction surveys have led Kalmar to conclude: “To enhance the customer experience, Kalmar should focus on the timeliness of customer service, particularly in response and resolution time, as well as, overall communication with the customer.” The Customer Support team has taken full ownership of Case Management and is committed to making substantial improvements. In 2024, this mission has already delivered significant results.

As a Specialist on the Customer Support team, you will be a valuable asset in driving our daily operations in Latin America and will also have the opportunity to contribute to strategic, cross-functional initiatives aimed at further enhancing our customer’s experience.

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