Senior Executive - Customer Support

• Provide insights based on customer feedback to assist in business decision-making
• Document and report recurring customer feedback and issues
• Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell
• You will play a critical role in realizing both our ambition for exceptional customer care as well as driving our service growth
• Preparing & send renewal proposals to the Clients
• Create invoices for customers/chase outstanding payments
• Coordinate with Service Engineers and Customers to process staff vetting requirements
• Visiting to the existing customers for building and maintaining strategic & long term relationships
• Monitor and manage customer feedback and satisfaction metrics
• Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone
• Manage customer accounts - build relationships/rapport with these customers
• Guarantee timely service contract renewal, supporting overall customer retention through exceptional customer service and experience
• Handling second level escalations and resolutions
• Making monthly sales flash for AMC new/renewals/lost orders for the regions & sending to HO for consolidation
• Support colleagues deal with difficult customer situations
• Maintaining customer SLA for PM's & break down calls
• Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits
• Process parts requests from engineers
• Ensure that our service opportunities are systematically followed-up
• Update customer portals with relevant information/documentation
• Coordinating with internal team/department & ensuring that customer requests are responded to in an accurate and timely manner
• Updating & maintaining records for QHSE audit
• 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
• Schedule engineers' workload
• Retention of the customers by providing the best possible services and being the dedicated point of contact for the customers

• Being able to connect instantly and build rapport easily
• Experience within sales
• Proven track record of exceeding targets
• Prior experience of working with key accounts
• Experience of working with ERP systems
• Previous experience of working in customer facing role within a fast-paced environment
• Experience within security / manufacturing is advantageous
• Build expert, dynamic knowledge of the company's products and services
• Able to demonstrate you are obsessed with giving great service
• Excellent Microsoft office skills
• Growth mindset
• Excellent problem-solving skills

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 development 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.