Welcome page Returning Candidate? Log back in! Customer Experience Coordinator I Job Locations US-VA-Chantilly Req ID 2024-7382 Category Customer Service/Support Type Full-Time Regular Security Access Level Access 3: Eligible to work in the US Work Schedule Core Business Hours 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 ExperiencePro-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 servicesUtilizes 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 urgencyGenerate and validate weekly test invoiceWork with cross department to ensure monthly invoicing is accurate and issued to the customer timelyResponsible to ensure that operations delivered all demands according to the SLA’sLog and track complaints in CRM, Coordinate resolutions, and follow through protocols.Examine delivery trends and work with stakeholders to improve communication and turnaround timelinesMonitor production reports to track customer demand progress and proactively update the customerMaintain proper relationships with sales & Customers to understand their requirements/prioritiesExhibit teamwork skills by working cross departmentFollow defined processes and proceduresTake responsibility for service recovery at the point of failureResponsible for accurate execution of all customer set-ups – new or changeOrganize customer meetings and plant toursManage customer supply chain by monitoring key material ordering and receipt datesEnsure customers do not reach out-of-stock situationsEnsure inventory reports are monitored and sent to the customer on a timely basisUtilize available software/systems to make decisions and respond to customer inquiries on timeWork closely with and maintain effective communication with production supervisors, managers and all internal departments.Follow Quality Performance Objectives for departmentEnsure that all company ISO procedures and requirements are followedResponsible for reviewing customer contract to ensure that the customer is being charged for all ServicesManage 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 Options Apply for this job onlineApplyShareEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed

IDEMIA is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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