Customer Relationship Executive

Purpose

The Customer Relationship Executive is responsible for managing the customer experience for multi‑million dollar accounts to coordinate all aspects of client accounts from inception through live production for personnel and manufacturing. The role involves proactive account management on an ongoing basis, acting as a liaison between IDEMIA and customers, providing a high level of customer service to continually increase client satisfaction by offering accurate information and timely responses to their needs.

The Executive acts as a customer advocate within IDEMIA and works closely with other departments to ensure a high level of customer satisfaction.

• Handles inquiries from external clients and internal business teams; answers staff questions and resolves escalated matters.
• Completes basic client requests and provides responses in a timely fashion while maintaining service level agreements (SLAs) and commitment to customer experience.
• Proactively interacts and collaborates with internal business partners to ensure customer requests are understood and met.
• Ensures compliance with policies, guidelines and regulatory requirements.
• Provides knowledge of Idemia product and service to customers and upsells these services.
• Utilizes independence to solve problems and make decisions.
• Works within established guidelines, with complex or unusual situations being discussed with a manager.
• Focuses on achieving a differentiated customer experience by serving as the single point of contact for customers to resolve problems, effectively listening to their perspective and needs and maintaining a sense of urgency.
• Generates and validates weekly test invoices.
• Works with cross‑department teams to ensure monthly invoicing is accurate and issued to customers in a timely manner.
• Ensures that operations deliver all demands according to SLAs.
• Logs and tracks complaints in CRM, coordinates resolutions and follows through protocols.
• Examines delivery trends and works with stakeholders to improve communication and turnaround timelines.
• Monitors production reports to track customer demand progress and proactively updates customers.
• Maintains proper relationships with sales and customers to understand their requirements and priorities.
• Exhibits teamwork skills by working cross‑departmentally.
• Follows defined processes and procedures.
• Takes responsibility for service recovery at the point of failure.
• Ensures accurate execution of all customer set‑ups – new or changes.
• Organizes customer meetings and plant tours.
• Manages customer supply chain by monitoring key material ordering and receipt dates.
• Prevents customers from reaching out‑of‑stock situations.
• Monitors inventory reports and sends them to customers on a timely basis.
• Utilizes available software and systems to make decisions and respond to customer inquiries on time.
• Works closely with and maintains effective communication with production supervisors, managers and all internal departments.
• Follows Quality Performance Objectives for the department.
• Ensures that all company ISO procedures and requirements are followed.
• Reviews customer contracts to ensure that customers are being charged for all services.
• Manages Idemia and customer confidential information related to pricing, customer data/volume, as well as advance knowledge of marketing plans from the customer.

• Minimum Associate’s degree with a minimum of 8 years of customer service experience or account management.
• Command of the English, including spelling and grammar.
• Proven proficiency with emphasis on Microsoft Office Outlook, Excel and PowerPoint.

Strong project coordination skills. Outstanding organizational and communication skills, oral and written. Ability to efficiently prioritize, manage multiple tasks and meet deadlines. Outstanding analytical and problem solving skills. The ability to work with minimal direct supervision.

Microsoft Office and software applications. May be required to travel to visit customers.