Customer Services L2

**Position Summary**

As a _Customer Service Front End _, the main mission is to exceed Customer expectations in terms of service, order treatment & follow up, developing close and confident relationship with internal and external customers.

**Essential Functions / Key Areas of Responsibility**
- With the guidance of the Customer Service Lead, acts as Main interface for Tier 2 Customers.
- Acts as liaison with internal sales, marketing, technical team, card manufacturing and personalization centers stakeholders during order treatment process.
- Builds, grows and maintains a good relationship with Regional Tier 2 Customers, by coordinating (with the guidance of the Customer Service Lead) day to day activities on customer orders such as:

- _Receive purchase orders & control order features according to contract or quote (prices ), _
- _Request completion from relevant process owners, create the technical data for the configured item in the local ERP system, _
- _Enter customer/interco order in to the system and/or local ERP system, _
- _Track approval process with “owners” such as Order Engineer Leader (OEL) for Printing, Coding, and Personalization approvals, _
- _Contribute and execute to final homologation of card samples by appropriate banking scheme when needed (Amex, Visa, Master Card, etc.). _
- _Work with credit management for letter of credit, credit limit. _
- _Ensure planning department proposes a delivery date fitting with customer requirements through an optimized supply, production and delivery plan, _
- _Manage and/or control the invoicing and credit note process (depending on systems/order flows type) and organize Return of Material (RMA) if needed by respecting corporate OI2 rules (order to invoice). _
- _To monitor customer semi-finished cards inventory against Service Level Agreement and require preventive/corrective actions on planning if needed. To contribute to the SLA fulfillment, change request & pull process according to personalization sites organization. _
- _To contribute or manage stock for the various types of contracts. Liaise supply of collaterals with/for customers depending on contract requirements, make sure customer orders in time and insure the needed stationery is available on time. _
- _To manage any post sale service (including Allynis solutions), and customer complaints, not only tracking them but engaging the relevant teams on quick and strong corrective actions. _
- _Working with the Customer Service Lead, gets accurate details forecast/per product and follow up with the customer for any new or existing project and share the relevant information with internal teams. _
- _Contributes doing 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 Allynis Added Services Catalogue set up by the marketing team. Liaise with internal stakeholders (Marketing, NPI, TC, Sales). _
- _Participates to production and customer meetings and assist customers when visiting Thales facilities. _
- _Working with the Customer Service Lead, executes, monitor and achieve the revenue committed in monthly basis by their customers, which will contribute to the Regional commitment to the Business Line. _
- _Highlight and escalate any risk to achieve it to the Customer Service Lead. _

**Minimum Requirements**:

- _Minimum 4-year bachelor degree plus 2 years’ experience in an administrative organization preferable in customer facing. _
- _Proactive, dynamic, limited supervision & self-sufficient and multitasking. _
- _Good organizational skills and with a good level on Excel and Microsoft tools. _
- _Excellent English level, written and oral. _
- _Very good written and verbal communication skills. _
- _Good interpersonal skills & communication. _
- _Very good ability to work under pressure. _

LI- HYBRID.

LI-JCB