Customer Support Representative

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 realise your career goals.  

Role Overview:

Reporting to the GPN Customer Support Manager, you will have a proactive approach to resolving partner issues. Efficiency and quality is core to being successful in this role. Strong attention to detail and the ability to prioritise tasks to support the regional partner team. You will have clear communication and strong collaboration skills to deliver and work with various internal departments. 

Responsibilities:

• Support and grow relationships with Gunnebo partners. 
• Improve customer experience, create engaged partners. 
• Communicate to partners on customer service process, guidelines, and policies. 
• Revise and process partners orders efficiently. 
• Coordinate with the Global Customer Service Department to ensure proper customer service is being delivered. 
• Supervise with the factory and partner to ensure delivery on time and follow up with the partner if any issue. 
• Support the partner for logistic requirements when needed. 
• Apply the Partner payment terms and follow up if any issues. 
• Supervise partner financial accounts, communicate with partners if any issues, and process partners payment terms adjustments along with Business Development if necessary. 
• Answer questions about warranties, terms of sale, products or price lists. 
• Coordinate internally with Business Development, Technical Support and Quality Team to handle customers' issues efficiently and follow up to ensure resolution. 
• Manage and supervise NCN with partners. 
• Manage and supervise Spare Part offers and orders with partners. 
• Keep records of customer interactions, transactions, comments, complaints and NCN. 
• Compile reports on overall customer satisfaction. 
• Support global customer service for Mass Transit projects and GPN Sales Managers. 
• Handle and manage the invoice process through the ERP system AX2009. 
• Ensure invoices are accurate and aligned with client agreement. 
• Support financial account monitoring, including reconciliations and issue resolution. 
• Provide guidance on invoice-related inquiries and processes to client. 
• Collaborate with Business Development and Finance teams for partner payment and adjustment requirements. 

Requirements:

• Business Administration degree in Finance, Logistics, or a related field is preferred. 
• 3 to 5 years in customer support roles, preferably within a B2B environment. 
• Experience in managing ERP systems, specifically AX2009, is highly desirable. 
• Experience of invoicing, account reconciliation, or payment processing is required. 
• Prior experience working with distributors, partners, or within the security industry is a plus. 
• Proficiency in using ERP systems. 
• Strong skills in Microsoft Office Suite, especially Excel. 
• Knowledge of logistics and supply chain processes is advantageous. 
• Fluent English (written and spoken).  
• Proficiency in a regional language (e.g., Malay, Thai, or Vietnamese) is desired.