PAY CS - Customer Experience Specialist

Thales•Montgomeryville, PA

2d•$54,060 - $107,087•Hybrid

About The Position

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 Position Summary 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.

Requirements

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.
To succeed at this job, must be Independent with excellent written and verbal communication skills especially in English.
Project Management, Sales administration and logistics.

Nice To Haves

Experience in Marketing and Finance a plus.

Responsibilities

Working with the Customer Experience Lead, gets accurate details forecast/per product and follow up with the customer for any new or existing project and share the relevant information with internal teams.
Contributes doing checks on card manufacturing features, freights & personalization - added services, to secure billing of all services included in the contract.
Contributes to new projects costing and commercial proposals in line with the card manufacturing and Added Services Catalogue set up by the marketing team. Liaise with internal stakeholders (Marketing, NPI, TC, Sales). Participates to production meetings and customer meetings and assist customers when visiting Thales’s facilities.
Working with the Customer Experience Lead, executes, monitor and achieve the revenue committed in monthly basis by their customers which will contribute to the regional commitment to the Business Line.
Highlight and escalate any risk to achieve it to the Customer Experience Lead.
Exceed Customer expectations in terms of service, order treatment & follow up, developing close and confident relationship with internal and B2B customers.
With the guidance of the Customer Experience Lead, acts as Main interface for Tier 1 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 1 Customers, by coordinating (with the guidance of the Customer Experience 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 in to 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 O2I rules (order to invoice).
To monitor customer semi-finished cards inventory against Service Level Agreement and require preventive/corrective actions on planning if needed. To contribute to the SLA fulfillment, change request & pull process according to personalization sites organization.
To 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 ensure the needed stationery is available on time.
To manage any post sale service and customer complaints, not only tracking them but engaging the relevant teams on quick and strong corrective actions.

Benefits

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.
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