Customer Experience Specialist

Location: Montgomeryville, United States of America

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 the billons 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.

Montgomeryville, PA (US) Remote

Position Summary

Thales requires a Customer Experience Specialist to work in a Front Office environment and provide technical assistance, documentation, training, as well as to handle complaints, repairs and distribution of spare parts to support customers. As a Customer Experience Specialist, you will be in charge of a portfolio of complex customers for whom you will be responsible for ensuring satisfaction, SLA compliance and the identification of new opportunities.

Key Areas of Responsibility

• Exceed Customer expectations in terms of service, order treatment & follow up, developing close and confident relationship with internal and external customers.

• 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 into 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.).

Minimum Qualifications

• Must have a Bachelor's Degree in Business Administration, English certification, or any related discipline.

• 3-5 years' experience in customer service

• Demonstrated proficiency with Microsoft Excel and other Microsoft tools.

• To succeed at this job, must be Independent with excellent written and verbal communication skills especially in English.

If you're excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

What We Offer

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

• 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 a company contribution and a match, and with no vesting period.

• Company paid holidays and Paid Time Off.

• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program.

Why Join Us?

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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.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, 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.