Job Description

About IDEMIA Secure Transactions

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

Purpose

We are currently looking for a Customer Service who will support until the end of the year the Customer Service Team in order to assure the whole order and logistic process from the Client order specification till the delivery to the Service Center.

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

As a member of our Milan Customer Service Team, you will manage a portfolio of banking customers.

Key Missions

• Take over the Ownership of a Portfolio of Customer Relationships and the management of all contacts relating to their operational activity, including the co-ordination of customer facing operational and service review meetings and dealing with customer contacts in varying roles at all levels
• Be responsible for Order Process Management together with the Europe CS Hub (Management of order expectations, customer order status and performance reports)
• Communicate all customers’ requirements throughout Idemia departments, dealing with colleagues at all levels in varying roles to deliver customer requests and chase progress
• Use various internal systems to process customer actions (change requests / artwork requests / complaints & NCR’s)
• Ensure that all order entry, invoice dispatch specifications and commissions’ data is entered and processed in an accurate and timely fashion
• Work hand in hand with the Key Account Manager in charge of the customer, the technical teams for change requests and the Service Center (production)
• Lead communication with manufacturing sites, escalate issues to Business director, monitor all orders

Profile & Other Information

To succeed in this position, you will need the following experience:

• Successfully & easily building strong relationships with Customers, ideally from banking industry or relevant
• Ability to manage priorities
• Italian and English business levels
• Team-player mindset
• An experience on Microsoft Dynamics AX is a plus

In addition to her/his experience, the ideal candidate needs to match our community's values: at IDEMIA we are curious, trusted, caring, daring and together.

About IDEMIA Secure Transactions

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience