Customer Experience Executive

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 billions 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.

Responsibilities:

• Act as Main interface for customer and Sales, Technical Consultant (TC) and Perso Center (PSC) stakeholders during order treatment process.
• Manage post sales activity for Personalisation Services, including Allynis Added Services.
• Follow up the Personalisation orders until the shipment and invoicing in a proactive mode.
• Contribute to contract review with Sales, especially on added services, to secure billing of all services included in the contract.
• Contribute to new project costing and commercial proposals in line with the Allynis Added Services Catalogue set up by the marketing team. Liaise with internal stakeholders (Marketing, NPI, TC, Sales).
• Follow up new projects with right PSC stakeholders until the “delivery” and invoicing in a proactive mode. Participate to production meetings.
• Participate to product item set up (card bodies) according to customer requirements. Set up the invoices accordingly.
• Relay information to/from customers versus PSC (change requests, pulls, collaterals deliveries...)
• Contribute to change request process, pull process according to PSC organisation.
• In charge of the customers’ complaints registration in corporate tool (I-Care) and follow up.
• Contribute to the billing forecast exercise and its achievements.
• Report to customer the agreed reports.
• Attend customer meetings, assist customer when visiting Gemalto facilities.
• 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.
• Contribute to the SLA fulfilment.
• Monthly billing consistency and timely.
• Train newcomers on customer specificities and contribute to their smooth integration into the team.

Requirements:

• College Education and above.
• Minimum 5 years’ working experience.
• Fluent in spoken and written English.

Required knowledge:

• Sales administration and logistics (Letter of Credit, Payment Terms, Customs Rules…).
• System Tools: IT Literate (Microsoft Pack Office, good excel knowledge required…).
• ERP knowledge is a plus.

Required skills:

• Customer oriented & availability.
• Good organization skills.
• Rigour.
• Self-initiative.
• Willing to work under pressure / Stress Management.
• Team Player.
• Good at interpersonal & intercultural communication.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!