Client Relations Specialist I

2 weeks ago

Chantilly, Virginia, United States IDEMIA Full time

Overview:
IDEMIA stands as the global frontrunner in identity and security solutions. Our vision is to foster a secure and straightforward future where identity verification is unquestionable, ensuring that only you can assert your identity. As a distributed organization, we harness cutting-edge technologies to provide top-tier products across various sectors, including finance, telecommunications, identity verification, security, retail, sports entertainment, commercial, government, and IoT. Our diverse team of 14,000 individuals from numerous nationalities, fluent in over 20 languages, collaborates to create solutions that significantly impact the daily lives of citizens and nations. In a rapidly evolving world, safeguarding your identity is of utmost importance.

Key Responsibilities:

  • Address inquiries from external clients and internal teams, providing answers and resolving escalated issues.
  • Complete basic client requests promptly while adhering to service level agreements (SLAs) and a commitment to customer satisfaction.
  • Engage proactively with internal partners to ensure customer requests are clearly understood and effectively met.
  • Ensure adherence to policies, guidelines, and regulatory standards.
  • Possess knowledge of IDEMIA products and services to assist customers and promote additional offerings.
  • Utilize independent judgment to resolve issues and make informed decisions.
  • Operate within established protocols, escalating complex situations to management as necessary.
  • Focus on delivering a distinctive customer experience, acting as the primary contact for problem resolution while actively listening to customer needs and maintaining urgency.
  • Generate and verify weekly test invoices.
  • Collaborate with various departments to ensure accurate and timely monthly invoicing.
  • Ensure operational demands are met according to SLAs.
  • Document and track complaints in the CRM system, coordinating resolutions and following established protocols.
  • Analyze delivery trends and collaborate with stakeholders to enhance communication and turnaround times.
  • Monitor production reports to track customer demand and provide proactive updates.
  • Maintain strong relationships with sales and customers to understand their needs and priorities.
  • Demonstrate teamwork by collaborating across departments.
  • Adhere to defined processes and procedures.
  • Take ownership of service recovery in the event of failures.
  • Ensure accurate execution of all customer setups, whether new or modified.
  • Organize customer meetings and facility tours.
  • Manage customer supply chains by overseeing key material ordering and receipt timelines.
  • Prevent customers from experiencing out-of-stock situations.
  • Ensure timely monitoring and distribution of inventory reports to customers.
  • Leverage available software and systems to make timely decisions and respond to customer inquiries.
  • Maintain effective communication with production supervisors, managers, and all internal departments.
  • Adhere to Quality Performance Objectives for the department.
  • Ensure compliance with all company ISO procedures and requirements.
  • Review customer contracts to confirm accurate billing for all services rendered.
  • Safeguard IDEMIA and customer confidential information related to pricing, customer data, and marketing strategies.

Qualifications:

  • At least 5 years of experience in customer service or account management.
  • Strong command of the English language, including spelling and grammar.
  • Demonstrated proficiency in Microsoft Office applications, particularly Outlook, Excel, and PowerPoint.

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