Customer Service Representative at IDEMIA

Purpose

• This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability

Key Missions

• We are hiring for Customer Service Representative based at Johannesburg.

Main Responsibilities:

• Manage all customer contact relating to operational activities within the Southern and Eastern Africa Sub-region.
• Monitor SLA performance and be the voice of client to ensure that client satisfaction levels are maintained and improved.
• Create and maintain customer SLA documents.
• Management of order expectations, customer order status and maintaining customer WIP tables.
• Utilize various internal systems to process customer actions (change request/ artwork originations/ none complaint reports).
• Ensure pipeline accuracy by providing sales teams with regular customer feedback and weekly Revenue reports.
• Communicate customer requirements internally, chasing progress with all departments (Manufacturing, Service Center, Sales, Technical Support.)
• Develop specialized knowledge of ERP systems to process orders (AX).
• Ensure that all order entry, invoice, dispatch specifications are entered and processed in an accurate and timely fashion. Invoicing based on the incoterm agreed with the customer.

Ensure compliance of key procedures by internal and external stakeholders, including :

• Regional escalation management
• Quality/complaints handling a client response.
• Change request coordination and billing.
• PO acceptance / compliance
• Represent IDEMIA at client meetings.
• Follow and maintain Oberthur HR values, processes, and policies.