Customer Operations Specialist

IDEMIA • Chantilly, VA

7d

About The Position

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security. Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose
The Customer Operations Specialist – Service Center serves as the primary point of contact between the CRE and the Service Center, ensuring seamless coordination and execution of customer requests. This role is responsible for overseeing service center operations, managing inventory processes, ensuring SLA compliance, and facilitating customer-driven implementations while maintaining operational efficiency and quality standards.

Requirements

• Graduate or equivalent academic experience.
• Strong knowledge of service center operations and customer request handling.
• Experience in inventory management, production coordination and SLA monitoring.
• Ability to communicate effectively with internal teams and customers to drive request implementation.
• Strong problem-solving skills and attention to detail in handling customer-driven changes.
• Ability to manage multiple tasks and prioritize customer-impacting requests.
• Experience on JIRA, Salesforce, D365 or similar tools.

Responsibilities

• Act as the primary liaison between the CRE and the Service Center to ensure timely and accurate execution of customer requests.
• Manage inventory transactions, including creating new card and paper items in the system.
• Track and monitor daily, weekly, and monthly SLAs for service center tasks.
• Support date change management and facilitate manual overrides (CAMs) to address urgent customer requests.
• Generate and send manual BAU reports to clients (non-Compass reports).
• Validate and ensure test Work Orders (WOs) have been executed correctly before implementation.

Benefits

• Growth opportunities
• Opportunity to contribute to a safer world
• Collaborate with an international and global community
• Development of expertise
• Sense of ownership and empowerment
• Global environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree