Customer Service Advocate

ASSA ABLOY • Galway, TX

4d • Onsite

About The Position

An Amazing Career Opportunity for a Customer Service Advocate! This role is ideal for someone who thrives in a fast-paced environment, demonstrates leadership, and is passionate about continuous improvement. HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. Secure Issuance, part of HID Global, offers the world’s broadest and most sophisticated portfolio of card printers, laser engravers, encoders and software. For more than 25 years, organizations across a variety of industries — from enterprise corporations and government agencies to financial institutions and universities — have relied on HID Global Secure Issuance for the custom personalization and issuance of secure identity credentials and financial cards.

Requirements

• A minimum of 2 years’ Customer Service experience, preferably in the high technology industry.
• Knowledge of Oracle, CRM systems and data analysis tools.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Ability to effectively communicate in the English language verbally and in writing.
• Proficient in MS Office applications, such as Word, Excel, PowerPoint.
• Previous experience of using the Oracle and Salesforce preferred.

Nice To Haves

• Other languages would be advantageous

Responsibilities

• Act as an escalation point for complex customer issues and support Sales activities.
• Manage customer expectations and ensure timely resolution of escalations.
• Partner with our customers for onboarding & enablement support by assisting our partners with ordering processes, portals, required forms, and first-order readiness.
• Cross-functional support: coordinate with Product, Operations, and Finance to remove blockers (compliance docs, export questions, special shipping needs).
• Support our customers by preparing and validating quotes, confirming product configurations, pricing and lead times.
• Follow up on approvals, and coordinate quote-to-order, order accuracy, backlog review, and proactive status updates to remove commercial blockers and improve customer experience.
• Must be a self-starter who can lead with limited supervision, but who will escalate to management when necessary.
• Must have a proven track record of achieving team goals and SLAs.
• Must seek to resolve customer issues interdependently with other areas of the company as needed.
• Must have the ability to clearly and effectively communicate with customers by telephone and in written communication.
• Must have attention to detail and be diligent in terms of active follow-up to resolve issues.
• Willingness to go above and beyond in support of both internal and external customers.
• Create and maintain Customer Service processes and work instruction.
• Knowledge of the internal CRM systems and data analysis tools.
• Presentation skills – internal/stakeholders.
• Ability to work in a fast-paced environment and handle multiple priorities.

Benefits

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed