Customer Service Coordinator - FTC

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 Entrance Control is leading the transformation of the security business through digitalisation and connectivity for the continuous developments of smart entrance control.

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 Entrance Control is small enough to see your ideas come to fruition, and big enough to realise your career goals.

About the role: Our Maresfield, UK office is looking for a Customer Service Coordinator to join the team. Our Customer Service team seeks to provide first class service to our clients and this role is integral to fulfilling that promise.

What You Will Do

• 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 in dealing with difficult customer situations.
• Monitor and manage customer feedback and satisfaction metrics.
• Provide insights based on customer feedback to assist in business decision making.
• Create invoices for customers and chase outstanding payments.
• Schedule engineers' workload.
• Process parts requests from engineers.
• Manage customer accounts, building relationships and rapport with these customers.
• Coordinate with Service Engineers and Customers to process staff vetting requirements.
• Update customer portals with relevant information and documentation.
• Fulfil any other reasonable requests as determined by the company, aligning with the role, skills and experience.
• Meet personal and team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell.
• Ensure that 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 for service support, and 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.

What You Need to Have

• Previous experience in a customer facing role within a fast paced environment.
• Hospitality and retail experience is highly valued.
• Prior experience working with key accounts.
• Experience within sales.
• Growth mindset and solution oriented approach.
• Excellent listening and communication skills.
• Relationship management skills.
• Team oriented attitude.
• Excellent multi tasking and attention to detail.
• Ability to remain calm under pressure.
• Excellent problem solving skills.
• Excellent Microsoft Office skills.

What Will Make You Stand Out

• Interest in security and technology.
• Ability to connect instantly and build rapport easily.
• Proven track record of exceeding targets.
• Obsessed with giving great service.
• Experience with ERP systems.
• Flexibility to adapt to changing priorities.
• Demonstrated excellence in execution.

Equal Opportunity Employer

Gunnebo Entrance Control is an equal opportunity employer.