Thales DIS USA, Inc.
PAY CS - Customer Experience Specialist
Thales DIS USA, Inc., Montgomeryville, Pennsylvania, United States
Location
Montgomeryville, United States of America. Other locations available: Montgomeryville, PA; Austin, TX; North Kingstown, RI. Hybrid work option available.
Job Overview 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 billions 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.
The main mission for the Customer Experience Specialist is to be responsible for Customer Satisfaction and B2B Account Relationship Excellence in terms of order treatment & follow up, to follow documented procedures and processes, and to provide support on a day‑to‑day basis to their team and coworkers.
Key Areas of Responsibility
Working with the Customer Experience Lead, obtains accurate details forecast/per product and follows up with the customer for any new or existing project, sharing relevant information with internal teams.
Contributes 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. Liaises with internal stakeholders (Marketing, NPI, TC, Sales). Participates in production meetings and customer meetings, assisting customers when visiting Thales’s facilities.
Executing, monitoring and achieving the revenue committed in a monthly basis by customers, contributing to the regional commitment to the Business Line.
Highlights and escalates any risk to achieve it to the Customer Experience Lead.
Exceeds Customer expectations in terms of service, order treatment & follow up, developing close and confident relationships with internal and B2B customers.
Acts as the main interface for Tier 1 Customers and liaises with internal sales, marketing, technical team, card manufacturing and personalization centers during order treatment process.
Builds, grows and maintains a good relationship with Regional Tier 1 Customers by coordinating day‑to‑day activities on customer orders:
Receives purchase orders & controls order features according to contract or quote (prices…).
Requests completion from relevant process owners, creates the technical data for the configured item in the local ERP system, enters customer/interco order into the system and/or local ERP system, and tracks approval process with owners such as Order Engineer Leader (OEL) for printing, coding and personalization approvals.
Contributes and executes final homologation of card samples by the appropriate banking scheme when needed (Amex, Visa, Master Card, etc.). Works with credit management for letter of credit, credit limit.
Ensures the planning department proposes a delivery date fitting customer requirements through an optimized supply, production and delivery plan.
Manages and/or controls the invoicing and credit note process (depending on systems/order flows type) and organizes Return of Material (RMA) if needed, respecting corporate O2I rules (order to invoice).
Monitors customer semi‑finished cards inventory against Service Level Agreement and requires preventive/corrective actions on planning if needed, contributing to SLA fulfillment, change request and pull process according to personalization sites organization.
Contributes to or manages stock for various types of contracts, liaises with supply of collaterals for customers depending on contract requirements, ensuring timely customer orders and availability of stationery.
Manages any post‑sale service and customer complaints, tracking them and engaging relevant teams on quick and strong corrective actions.
Minimum Qualifications
Must have a bachelor’s degree in Business Administration, English certification, or a related discipline.
3–5 years’ experience in B2B customer service.
Proficient with Microsoft Excel and other Microsoft tools.
Independent with excellent written and verbal communication skills, especially in English.
Experience in project management, sales administration and logistics.
Preferred Qualifications
Experience in marketing and finance is a plus.
What We Offer
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 company contribution and a match, and no vesting period.
Company paid holidays and Paid Time Off.
Company‑provided Life Insurance.
Why Join Us? Say HI and learn more about working at Thales click here.
This position will require successfully completing a post‑offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.
We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.
The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between.
Total Target Cash (TTC) 54,060.40 – 107,086.50 USD Annual.
#J-18808-Ljbffr
Job Overview 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 billions 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.
The main mission for the Customer Experience Specialist is to be responsible for Customer Satisfaction and B2B Account Relationship Excellence in terms of order treatment & follow up, to follow documented procedures and processes, and to provide support on a day‑to‑day basis to their team and coworkers.
Key Areas of Responsibility
Working with the Customer Experience Lead, obtains accurate details forecast/per product and follows up with the customer for any new or existing project, sharing relevant information with internal teams.
Contributes 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. Liaises with internal stakeholders (Marketing, NPI, TC, Sales). Participates in production meetings and customer meetings, assisting customers when visiting Thales’s facilities.
Executing, monitoring and achieving the revenue committed in a monthly basis by customers, contributing to the regional commitment to the Business Line.
Highlights and escalates any risk to achieve it to the Customer Experience Lead.
Exceeds Customer expectations in terms of service, order treatment & follow up, developing close and confident relationships with internal and B2B customers.
Acts as the main interface for Tier 1 Customers and liaises with internal sales, marketing, technical team, card manufacturing and personalization centers during order treatment process.
Builds, grows and maintains a good relationship with Regional Tier 1 Customers by coordinating day‑to‑day activities on customer orders:
Receives purchase orders & controls order features according to contract or quote (prices…).
Requests completion from relevant process owners, creates the technical data for the configured item in the local ERP system, enters customer/interco order into the system and/or local ERP system, and tracks approval process with owners such as Order Engineer Leader (OEL) for printing, coding and personalization approvals.
Contributes and executes final homologation of card samples by the appropriate banking scheme when needed (Amex, Visa, Master Card, etc.). Works with credit management for letter of credit, credit limit.
Ensures the planning department proposes a delivery date fitting customer requirements through an optimized supply, production and delivery plan.
Manages and/or controls the invoicing and credit note process (depending on systems/order flows type) and organizes Return of Material (RMA) if needed, respecting corporate O2I rules (order to invoice).
Monitors customer semi‑finished cards inventory against Service Level Agreement and requires preventive/corrective actions on planning if needed, contributing to SLA fulfillment, change request and pull process according to personalization sites organization.
Contributes to or manages stock for various types of contracts, liaises with supply of collaterals for customers depending on contract requirements, ensuring timely customer orders and availability of stationery.
Manages any post‑sale service and customer complaints, tracking them and engaging relevant teams on quick and strong corrective actions.
Minimum Qualifications
Must have a bachelor’s degree in Business Administration, English certification, or a related discipline.
3–5 years’ experience in B2B customer service.
Proficient with Microsoft Excel and other Microsoft tools.
Independent with excellent written and verbal communication skills, especially in English.
Experience in project management, sales administration and logistics.
Preferred Qualifications
Experience in marketing and finance is a plus.
What We Offer
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 company contribution and a match, and no vesting period.
Company paid holidays and Paid Time Off.
Company‑provided Life Insurance.
Why Join Us? Say HI and learn more about working at Thales click here.
This position will require successfully completing a post‑offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.
We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.
The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between.
Total Target Cash (TTC) 54,060.40 – 107,086.50 USD Annual.
#J-18808-Ljbffr