Customer Service and Order Processing Operator

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.

Role Overview

• Coordinate with Global Customer service Department to ensure proper customer service is being delivered

• Supervise with factory and partner to ensure delivery on time and follow up with partner if any issue

• Support partner for logistic requirement when needed

• Apply the Partner payment terms and follow up if any issues

• Answer questions about warranties or terms of sale

• Coordinate internally with Business Development and Technical Support to handle efficiently customers issues and follow up to ensure resolution

• Manage and supervise NCN with partners

• Manage and supervise Spare Part orders with partners

• Preliminary analysis of purchase orders

• Processing and uploading of sales and service orders for Automatic Doors through ERP

• Handle PO customers and Order confirmation

• Issuing of all export documentation

• Improve customer service experience, create engaged partners

• Communicate to partners on customer service process, guidelines, and policies

• Compile reports on overall customer satisfaction, keeping records of customer interactions, transactions, comments, and complaints.

• Customer assistance during visits of the company

• Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone

• Processing of balances and active invoicing of service activities

• Build expert, dynamic knowledge of the company’s products and services

• Support colleagues/Sales Managers with difficult customer situations

• Ensure that our service opportunities are systematically followed-up

• Provide insights based on customer feedback to assist in business decision-making

Responsibilities

• The ideal candidate will be a dynamic person, focused on the customer experience.

• Request the knowledge of English, plus are Spanish and French

• Prior and positive experience of working with key accounts and sales organization

• Experience within sales

• Solutions oriented

• Excellent listening and communication skills

• Team Oriented

• Ability to remain calm under pressure

• Excellent problem-solving skills

• Excellent Microsoft office skills

• Being able to build rapport easily

• Determination to provide great service

• Experience of working with ERP systems

• Flexibility when priorities should change

The Customer Service and Order Processing Operator role is a regional role. The current area assigned to this job proposal is:

• GPN LATIN AMERICA

• GPN EUROPE

• GPN AFRICA

Reporting to

The Customer Service and Order Processing Operator reports directly to GPN Customer Service Manager regarding job performance and management. He/she will report to its either local HR or Global BAEC HR department for employment administration.

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.