Customer Service Coordinator in Waldron

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit and at work. We are at the airport, where you commute, where you work, play and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo is leading the transformation of the security business through digitalization and connectivity for the continuous development of smart entrance control and safe storage solutions. If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organisation this is the opportunity for you. Gunnebo is small enough to see your ideas come true, and big enough to realize your career goals.

About the Role

Our office in Maresfield, UK, is looking for a Customer Service Coordinator to join the team. Our Customer Service team seeks to provide first-in-class service to our clients and this role is integral to fulfilling that promise. As a Customer Service Coordinator, you will play a crucial role in supporting the service department's overall function by providing world-class service to our clients every day as well as driving our service growth.

Responsibilities

• Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone.
• Build expert, dynamic knowledge of the company's products and services.
• Document and report recurring customer feedback and issues.
• Support colleagues deal with difficult customer situations.
• Monitor and manage customer feedback and satisfaction metrics.
• Provide insights based on customer feedback to assist in business decision-making.
• Raise invoices for customers/chase outstanding payments.
• Schedule engineers' workload.
• Process parts requests from engineers.
• Manage customer accounts – build relationships/rapport with these customers.
• Liaise with Service Engineers and Customers to process staff vetting requirements.
• Update customer portals with relevant information/documentation.
• Fulfil any other reasonable requests as determined by the company, aligning with the role, skills, and experience.
• Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell.
• Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits.
• Upsell contracts when non-contracted customers reach out to us for service support, as well as support identifying service opportunities from the existing customer base overall.
• Ensure that our service opportunities are systematically followed-up.
• Guarantee timely service contract renewal, supporting overall customer retention through exceptional customer service and experience.

Requirements

• Proven experience in a customer-facing role within a fast-paced environment.
• Experience in the manufacturing or physical security industry would be an advantage.
• Prior experience of working with key accounts.
• Experience within sales.
• Growth mindset.
• Solutions oriented.
• Excellent listening and communication skills.
• Relationship Management skills.
• Team Oriented.
• Excellent multi-tasking/attention to detail.
• Ability to remain calm under pressure.
• Excellent problem-solving skills.
• Excellent Microsoft office skills.

About Us

The Gunnebo Group is a global leader in security, offering innovative products and services to protect and control the flow of people, and to safely secure valuables. Through our businesses and customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking, we operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities. Serving customers in over 100 markets, together we create a safer world. Gunnebo Entrance Control specialises in entrance control solutions that enable our customers with increased efficiency, safety and end-user experience. Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a supermarket, an entertainment area, an industrial area or public transport. We shape the future of people flow management.

Diversity Statement

Gunnebo Entrance Control is an equal opportunity employer. We know that great minds don't think alike, and it takes all kinds of minds to make our products so unique. We welcome applications from all backgrounds and employment decisions are made without regards to race, colour, religion, origin, sexual orientation, gender identity or expression, age, disability, or any other dimension of diversity.