Hybrid Customer Service Coordinator

at Gunnebo Entrance Control

• Job title: Customer Service Coordinator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Stockholm, Sweden

About the role

• Customer Service Coordinator role providing world-class service in the customer service department at Gunnebo. Supporting service functions and addressing customer inquiries efficiently.

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.
• Fluent in Swedish and English
• 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