Responsibilities:
- Develop close and confident relationship with Customers to satisfy their needs.
- Manage communication and relation with the Customer.
- Take total ownership on Customers’ Purchase Orders (PO) from their date of receipt to their delivery and invoicing.
- Co-ordinate the order/service treatment with appropriate Account Managers, Technical Consultants, Sales Operations, Order Administrators, Planning department, PSC and Logistics.
- Share customer knowledge to all relevant internal stakeholders
- Is responsible for Customers’ satisfaction and Service Excellence in terms of order treatment & follow-up from Customers’ point of view.
Customer Service Management:
- Act as main interface for Customer and Sales, TC and PSC stakeholders.
- Manage post sales activity for Personalisation Services, including Allynis Added Services.
- Relay information to/from customers versus PSC (data receipt, card pulls, personalized card dispatch, change requests, collaterals deliveries, etc.)
- Report to customer the agreed reports.
- Contribute to change request process, pull process according to PSC organization.
- 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.
- Attend customer meetings, assist customer when visiting Thales DIS facilities.
- In charge of the customers’ complaints registration in corporate tool (I-Care), follow up and closure.
- Follow up new projects with right PSC stakeholders until the delivery and invoicing in a proactive mode.
- Ensure billing consistency, contribute to the billing forecast exercise and its achievements
- 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).
- Contribute to contract review with Sales, especially on added services, to secure billing of all services included in the contract
- Any additional task/s assigned by supervisor, if deemed necessary.
Card Order Management:
- Ensuring all orders processed with valid customer order or proper management approvals.
- Monitoring all orders progress and update the relevant parties.
- Coordinating amongst factory, sales, sales support, technical, field marketing and customers for all issues related to the orders to ensure order is being smoothly processed and avoid quality issues.
- Taking charge of any local delivery arrangement & custom clearance for both import and export if necessary.
- Preparing for all documents and for imports and exports.
- Preparing weekly and monthly revenue report
Requirements:
- Possess at least a Diploma / Bachelor's Degree in related fields
- Proficient in Microsoft applications software
- ERP knowledge is preferred
- Customer oriented
- Good organization skills
- Team player
- Good interpersonal skills
- International sales administration and logistics (Payment Terms, Customs Rules…)