PAY CS Customer Experience Specialist Cenam

Customer Experience Specialist Cenam

Polanco, CDMX (Hybrid)

Position Summary

Thales is looking for a Customer Experience Specialist whose primary mission is to exceed customer expectations in terms of service, order treatment & follow up, developing close and confident relationship with internal and external customers.

Key Areas of Responsibility

• Acts as main interface for customers. Acts as liaison with internal sales, marketing, technical team, card manufacturing and personalization centers stakeholders during order treatment process. Migrate legacy programs and reports to the new technology.
• Receive purchase orders & control order features according to contract. 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".
• Manage and/or control the invoicing and credit note process (depending on systems/order flows type) and organize Return of Material (RMA) if needed.
• To monitor customer semi-finished cards inventory against Service Level Agreement and require preventive/corrective actions on planning if needed. To contribute to the SLA fulfillment, change request & pull process according to personalization sites organization.
• To contribute or manage stock for the various types of contracts. Liaise supply of collaterals with/for customers depending on contract requirements, make sure customer orders in time and ensure the needed stationery is available on time.
• To manage any post sale service, and customer complaints, not only tracking them but engaging the relevant teams on quick and strong corrective actions.
• Working with the Customer Service Lead, gets accurate details forecast/per product and follow up with the customer for any new or existing project and share the relevant information with internal teams.
• Contributes doing checks on card manufacturing features, freights & personalization - added services, to secure billing of all services included in the contract.

Minimum Qualifications

• Desirable 3 years of experience in an administrative organization preferable in customer facing roles.
• Basic data analysis skills and business understanding.
• Advanced English proficiency, oral and written.
• Possesses abilities to manage difficult situations with customers.
• Good experience in local manufacturing and personalization environment.
• Strong communicator and negotiator, analytical, results-oriented, customer-oriented, a strong time manager, autonomous, honest, and empathetic, strong focus on helping customers and ensuring their satisfaction.

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 and their eligible dependents, including the following:
• Elective Health and Dental plans.
• Company paid holidays, vacation days, and paid sick leave.
• Company provided Life Insurance.

Why Join Us?

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