Customer Relationship Executive

At IDEMIA, we aim to offer our employees a dynamic and exciting environment where you have opportunities for career growth and professional development.

Internal mobility is a great way for you to energize your career and to build your personal brand. It’s also a great way to explore other functions, professions or countries as IDEMIA operates in different businesses and in 50+ locations around the world.

This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability.

• Owns the first level customer relationship for all BAU (Business As Usual) activities, including incoming requests and enquiries
• Coordinates contract execution with all relevant stakeholders in order to ensure high level of customer satisfaction
• Manages the end-to-end Sales Order Process for all customer order activities, including stock management, quoting and invoicing
• Supports regulatory customer and internal compliance requirements
• Manages customer queries and complaints to a satisfactory resolution
• Supports Account Manager in relation to contract delivery
• Supports internal requirements in relation to service delivery
• Manages multiple small‑medium size or complexity customer accounts with minimal support
• Handles customer service inquiries, requests and problems directly, through a variety of mediums and also face to face, able to manage these effectively
• Uses internal tools and systems effectively
• Gathers and reviews information, trouble shoots and makes recommendations
• Prepares and presents customer reports and presentations
• Requires a general knowledge of the organization, products and services
• Provides leadership, coaching and mentoring to entry level colleagues
• Assesses needs and suggests or promotes alternative products, services and solutions
• Sells or promotes products or services
• Organizes customer retention and growth trend documentation

Seize all the opportunities of our fast‑paced environment. Expect the unexpected.