Location: North Kingstown, 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.

North Kingstown, R.I. (USA), Onsite

Position Summary

Thales requires a Customer Service Expert and Team Lead located in North Kingstown site, USA, who will be responsible for Customer Satisfaction and Service Excellence in terms of order treatment & follow up, to be responsible to lead his/her local or remote team and to provide support on a day to day basis on tool usage, process deployment and products knowledge.

Key Areas of Responsibility

Customer Service Representative Activity:

Receive PO from customer and controls 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.Create artworks and order item codes in PDM. Facilitate proof approval for all orders. Enter customer/interco order in the order taking system and/or local ERP system.Track approval process with “owners” such as…Order Engineer Leader (OEL) for Printing, Coding, and Personalization approvals. Ensure that the planning department proposes a delivery date fitting with customer requirements through an optimized supply, production and delivery plan.Acknowledge orders to customers with promised date, according to planner commitment. Ensure OTD and follow-up on shipments of cards and collaterals materials. Manage and/or control the invoicing and credit note process (depending on systems/order flows type) and organize Return of Material (RMA) if needed.Monitor customer cards inventory against Service Level Agreement and require preventive/corrective actions on planning if needed.Take part to Sales and/or customer events as needed.Consult with customers (both internal and external) on a regular basis. Manage certain strategic accounts for personalization business. Coordinate on-boarding of new cards program with our standard offer. Record Management and responsible to keep all files related to an order, and to archive it according to local procedures.

Customer Service Expert:

Performs first level of training to newcomers in coordination with CS Managers.Supports team with their knowledge on processes, procedures, tools and products .Are the sole relay of information from/to Business Efficiency team.Make sure new processes are understood by local teams and escalate to CS managers if needed. Support the Manager in driving the change introduced for new projects/process.Share best practice with Business Efficiency team and other CS experts in order to create an efficient CS expert community. Contribute to improvement path around order to invoice with Business Efficiency team.Can be Key user on applications or contributor to specific projects, upon to CS manager decision.Assist with monthly contract billing for Banking personalization, Buy & re-sell, and Banking Solutions

Customer Service Team Lead:

To ensure standard tools and methodology within the direct team reports to him/her.To organize cross areas benchmarks to share best practices.To ensure team spirit and positive atmosphere.To motivate, develop people & coordinating trainings into the team.

Minimum Qualificatons

Must have a Bachelor’s Degree in Business Administration, English certification, or any related discipline.3-5 years’ experience in customer serviceProficient with Microsoft Excel and other Microsoft tools.Proven experience in Project Management, Sales administration and logistics.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

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?

Say HI and learn more about working at Thales click here

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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.