Customer Experience Coordinator I

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 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 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