IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.
As the Customer Experience Coordinator you will manage all aspects of our client accounts from inception through live production. You will provide proactive account management on an ongoing basis delivering the best experience possible to our customers. You are the primary point of contact and will act as a liaison between IDEMIA and your customers. You will be delivering the highest level of customer service in order to continually increase your clients satisfaction by providing accurate information and rapid responses to their needs. You are the customers advocate within IDEMIA and will work closely with other departments to ensure the highest level of customer satisfaction.
ESSENTIAL DUTIES AND REPSONSIBILITIES
The Customer Experience Coordinator will be a key member of the Customer Experience Team. The primary responsibilities for this position are:
Handles inquiries from external clients and internal business teams; answers staff questions and resolve escalated matters.
Responsibilities include completing basic client requests and providing responses in timely fashion. Maintain service level agreements (SLAs) and commitment to customer Experience
Pro-actively interacts and collaborates with internal business partners to ensure customer requests are understood and met.
Ensures compliance with policies, guidelines and regulatory requirements.
Utilizes independence in solving problems and making decisions.
Works within established guidelines, with complex or unusual situations being discussed with manager.
Efforts are focused on achieving a differentiated customer experience. Serve as single point of contact for customer to resolve problems, effectively listen to customer’s perspective and needs and maintain a sense of urgency
Generate and validate weekly test invoice
Work with cross department to ensure monthly invoicing is accurate and issued to the customer timely
Responsible to ensure that operations delivered all demands according to the SLA’s
Log and track complaints in CRM, Coordinate resolutions, and follow through protocols.
Examine delivery trends and work with stakeholders to improve communication and turnaround timelines
Monitor production reports to track customer demand progress and proactively update the customer
Maintain proper relationships with sales & Customers to understand their requirements/priorities
Exhibit teamwork skills by working cross department
Follow WCS processes and procedures
Take responsibility for service recovery at the point of failure
Responsible for accurate execution of all customer set-ups – new or change
Organize customer meetings and plant tours
Ensure customers do not reach out-of-stock situations
Ensure inventory reports are monitored and sent to the customer on a timely basis
Utilize available software/systems to make decisions and respond to customer inquiries on time
Work closely with and maintain effective communication with production supervisors, managers and all internal departments.
Follow Quality Performance Objectives for department
Ensure that all company ISO procedures and requirements are followed
Responsible for reviewing customer contract to ensure that the customer is being charged for all Services
Manage customer supply chain by monitoring key material ordering and receipt dates
Required Skills
Must be punctual and be able to follow daily schedule for breaks and lunches.
Demonstrated customer service skills.
Ability to operate computer, fax machine, telephone, and time clock.
Demonstrated typing proficiency.
SPECIALIZED KNOWLEDGE AND SKILLS
Strong project coordination skills. Outstanding organizational and communication skills, oral and written. Ability to efficiently prioritize, manage multiple tasks and meet deadlines. Outstanding analytical and problem solving skills. The ability to work with minimal direct supervision.
EQUIPMENT AND APPLICATIONS
Microsoft Office and software applications. May be required to travel to visit customers.
Required Experience
EDUCATION AND WORK EXPERIENCE
Associate’s degree with a minimum of 5 years customer service experience. Command of English and Spanish, including spelling and grammar. Proven proficiency with emphasis on Microsoft Office Outlook, Excel and PowerPoint.
General office environment. The work area is adequately lighted, heated, and ventilated.
Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.
Must be punctual and be able to follow daily schedule for breaks and lunches.
Demonstrated customer service skills.
Ability to operate computer, fax machine, telephone, and time clock.
Demonstrated typing proficiency.
SPECIALIZED KNOWLEDGE AND SKILLS
Strong project coordination skills. Outstanding organizational and communication skills, oral and written. Ability to efficiently prioritize, manage multiple tasks and meet deadlines. Outstanding analytical and problem solving skills. The ability to work with minimal direct supervision.
EQUIPMENT AND APPLICATIONS
Microsoft Office and software applications. May be required to travel to visit customers.