Customer Service Executive
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
Key Missions
We are hiring for Customer Service Executive
Duties and Responsibilities:
Key Objectives
- Development of a positive relationship with the Customer for customer satisfaction
- Adherence to Customer SLA contract
- Smart card ordering and delivery
- End of the month processing/Invoicing
- Accurate and timely report on forecasting
- Complaint management if any
Responsibilities
- Ownership of the 1st line of customer relationship/management of Customer requests from the network of personnel . Consistent focus on customer satisfaction acknowledge and response within 24 hrs.
- Manage customer order expectations with regular status and update and maintenance of customer work in progress (WIP).
- End to end management of the order process includes: Receipt of Purchase Orders (PO's), order entry with Idemia ERP tools (AX,SAPB1/D365) ; dispatch specifications to factories , tracking until receipt at Idemia and partner service centers.
- Daily communication to customer, vendors and Idemia departments on matters of requests, order progress and problem management
- Ownership and adherence to Service Level Agreements (SLA’s)
- Ownership and accurate delivery of all reporting (as detailed below). Includes reconciliation of paperwork
- Ownership of the relevant internal and vendor relationships and the management of all contact related to their daily activity to deliver IDEMIA and customer. Intercompany liaison on behalf of the customer and local team
- Scope, execute and coordinate customer invoice adhoc and projects related to manufacture and personalisation
- Oversee artwork design and development through card manufacture
- Ownership of the customer billing cycle and internal sales allocation. Includes:
- Oversee invoicing
- Forecast base on PO and factory CDD commitment (current 2 months)
- Troubleshoot requests, issues and escalate as required
- Utilization and maintenance of various internal systems to process customer actions (change requests /artwork originations /complaints), which requires a competency level in order to manage these the different activities, projects and artwork developments.
- Communication of all customer requirements throughout Idemia departments locally and regionally.
- Other tasks that will be assigned from time to time to support the business unit.
- General administration and housekeeping associated with managing accounts
- Have primary responsibility for day to day risk management.
Qualifications / Eligibility
Education:
- Degree or equivalent certificate in Business or like qualifications
- Proficient in English language and Fluent in Japanese
Work Experience:
- Previous experience in card or printing industry is a plus. Packaging & Logistics also a good fit
- Experience in customer service role with Tier 1 Customer exposure. New graduate from top school and good analystical skills can be considered.
- Excel proficiency is a must. ERP experience will be a plus for quick integration.
- Competent in managing, organising, controlling and completing assigned daily/weekly tasks to given deadlines
- Excellent customer service skills, communication (written and oral) and presentation skills
Other Skills:
- Operationally inclined and detail oriented
- Highly organized, proficient and motivated to deliver
- Can work well under pressure and challenging circumstances
- Team player & positive attitude
By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.
At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.
Visit our website to know more about the leader in Identity Technologies