Customer Experience Coordinator I

1 month ago

Chantilly, United States IDEMIA Full time

Overview:

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.

Responsibilities:
  • 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.
  • Knowledge of Idemia product and service to provide to customer and upsell these services
  • 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 customers 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 SLAs
  • 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 defined 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
  • Manage customer supply chain by monitoring key material ordering and receipt dates
  • 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 Idemia and customer confidential information related to pricing, customer data/Volume as well as advance knowledge of marketing plans from the customer
Qualifications:
  • Minimum of 5 years customer service experience or account management.
  • Command of the English, including spelling and grammar.
  • Proven proficiency with emphasis on Microsoft Office Outlook, Excel and PowerPoint

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