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,, Austin, TX., North Kingstown, R.I. (US), Hybrid

The main mission for Customer Experience Specialist is to be responsible for Customer Satisfaction and B2B Account Relationship 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 to their team and coworkers.

• Working with the Customer Experience Lead to gather detailed forecasts and products, following up with customers for new or existing projects, and sharing relevant information with internal teams.
• Contributing checks on card manufacturing features, freights & personalization added services, securing billing of all services included in the contract.
• Contributing to new projects costing and commercial proposals aligned with the card manufacturing and Added Services Catalogue, liaising with internal stakeholders (, NPI, TC, Sales), participating in production meetings and customer meetings, assisting customers when visiting Thales facilities.
• Executing, monitoring, and achieving monthly revenue commitments of customers, contributing to the regional commitment to the Business Line.
• Highlighting and escalating any risk to reach the commitment to the Customer Experience Lead.
• Exceeding customer expectations in terms of service, order treatment & follow up, developing close and confident relationships with internal and B2B customers.
• Acting as main interface for Tier 1 Customers, liaising with internal sales, marketing, technical team, card manufacturing and personalization centers stakeholders during order treatment process.
• Building, growing, maintaining a good relationship with Regional Tier 1 Customers, coordinating day-to-day activities on customer orders such as:
  • Receiving purchase orders & controlling order features according to contract or quote.
  • Requesting completion from relevant process owners, creating technical data for the configured item in the local ERP system.
  • Entering customer/interco order into the system and tracking approval processes with “owners” such as Order Engineer Leader for printing, coding, personalization approvals.
  • Contributing and executing final homologation of card samples by appropriate banking scheme when needed (Amex, Visa, Master Card etc.), working with credit management for letter of credit, credit limit.
  • Ensuring planning department proposes an appropriate delivery date fitting customer requirements.
  • Managing invoicing and credit note process and organizing Return of Material (RMA) if needed respecting corporate O2I rules.
  • Monitoring customer semi-finished card inventory against Service Level Agreement and requiring preventive/corrective actions on planning if needed, contributing to SLA fulfillment, change request & pull process according to personalization sites organization.
  • Managing stock for various types of contracts, liaising supply of collaterals with/for customers depending on contract requirements, ensuring stationary orders on time.
  • Managing post sale service and customer complaints, tracking them and engaging relevant teams on quick corrective actions.

• Must have a Bachelor’s Degree in Business Administration, English certification, or any related discipline.
• 3-5 years’ experience in B2B customer service.
• Proficient with Microsoft Excel and other Microsoft tools.
• Independent with excellent written and verbal communication skills especially in English.
• Project Management, Sales administration, and logistics.