PAY CS - Customer Experience Specialist

Location: Montgomeryville, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Montgomeryville, PA. (U.S.), Remote

Position Summary

Thales requires a Customer Experience Specialist whose main mission it is to be responsible for Customer Satisfaction and Service Excellence in terms of order treatment & follow up, to be responsible to follow documented procedures and processes, and to provide support on a day to day basis on to their team and coworkers.

Key Areas of Responsibility

• Exceed Customer expectations in terms of service, order treatment & follow up, developing close and confident relationship with internal and external customers. With the guidance of the Customer Service Lead, acts as Main interface for Tier 2 Customers. Acts as liaison with internal sales, marketing, technical team, card manufacturing and personalization centers stakeholders during order treatment process.
• Builds, grows and maintains a good relationship with Regional Tier 2 Customers, by coordinating (with the guidance of the Customer Service Lead) day to day activities on customer orders such as: Receive purchase orders & control order features according to contract or quote (prices…).
• Request completion from relevant process owners, create the technical data for the configured item in the local ERP system. Enter customer/interco order into the system and/or local ERP system. Track approval process with “owners” such as…Order Engineer Leader (OEL) for Printing, Coding, and Personalization approvals.
• Contribute and execute to final homologation of card samples by appropriate banking scheme when needed (Amex, Visa, Master Card, etc.). Work with credit management for letter of credit, credit limit. Ensure planning department proposes a delivery date fitting with customer requirements through an optimized supply, production and delivery plan.
• Manage and/or control the invoicing and credit note process (depending on systems/order flows type) and organize Return of Material (RMA) if needed by respecting corporate OI2 rules (order to invoice). Monitor customer semi-finished cards inventory against Service Level Agreement and require preventive/corrective actions on planning if needed. Contribute to the SLA fulfillment, change request & pull process according to personalization sites organization.
• Contribute or manage stock for the various types of contracts. Liaise supply of collaterals with/for customers depending on contract requirements, make sure customer orders in time and insure the needed stationery is available on time. Manage any post sale service (including Allynis solutions), and customer complaints, not only tracking them but engaging the relevant teams on quick and strong corrective actions.
  
  
  

Minimum Qualifications

• Must have a Bachelor’s Degree in Business Administration, English certification, or any related discipline.
• 3-5 years’ experience in customer service
• Proficient with Microsoft Excel and other Microsoft tools.
• To succeed at this job, must be Independent with excellent written and verbal communication skills especially in English.
• Project Management, Sales administration and logistics.
  
  
  

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

What We Offer:

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

• Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance.
• Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period.
• Company paid holidays and Paid Time Off.
• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program.
  
  
  

Why Join Us?

Say HI and learn more about working at Thales click here

This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.