Expires soon gemalto

Customer Project / Service Co-ordinator

  • Fareham (Hampshire)
  • Administration

Job description

· The key point of contact for customers on all daily fulfilment/personalisation activities
· Be available for customer queries within working hours and ensure that answers and solutions to customer problems are addressed
· Implement and take ownership of Service Level agreements (SLA's) in place between Gemalto and its clients
· Ensure that customer incidents and problems are logged, followed up and resolved in accordance with agreed SLA's
· Responsible for Customer Satisfaction and Service Excellence in terms of order treatment and follow-up

· Ensure that orders for all components required for service delivery are managed in accordance with client stock/forecast
· Manage and/or follow-up shipments, invoicing process & quality issues
· Review order status & escalate any revenue risk
· Manage all customers' daily change requests Participate to the production meetings where necessary & follow-up/and report issues
· Reporting & Customer Satisfaction:
-provide customer with the agreed reports
-prepare and participate in performance reviews
-participate in the customer service back-up system & cover for colleagues when needed
· Ensure that services are documented, well defined and can successfully be delivered
· Co-ordinate with the Perso/Fulfilment Centre on client's forecasted capacity requirements and ensure that any peaks in demand are communicated to the Operations Manager (in-house or 3rd party supplier)
· Regular operational follow-up of suppliers with validation of supplier reporting and invoicing
· Plan and assist in customer audits
· Support the DR testing in preparation and roll-out phases

Desired profile

Qualifications :

Competencies:
- Technical skills:
• Fluent English
• Fluency in another language may be required (dependent on account allocation)
• Communication skills
• Administrative work abilities
• Good knowledge of manufacturing processes and products
• Letters of Credits
• VAT (Value Added Tax)
• ERP (Enterprise Resource Planning) tools : QAD, MFGPRO
• PDM (Product data management)
• I-CARE (Gemalto internal tool for customer complaints management)

- Behavioural skills:

• Order priority management
• Ability to identify and report risks and potential problems related to customers
• Team worker
• Ability to work under pressure
• Stress resistant
• Excellent interpersonal skills
• Organized
• Customer oriented

Experience Level:

Experience in customer service or project management

Education:

Degree educated

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