Position Summary As a Customer Service Front End, the main mission is to exceed Customer expectations in terms of service, order treatment & follow up, developing close and confident relationship with internal and external customers. Essential Functions / Key Areas of Responsibility With the guidance of the Customer Service Lead, acts as Main interface for Tier 2 Customers. Acts as liaison with internal sales, marketing, technical team, card manufacturing and personalization centers stakeholders during order treatment process. Builds, grows and maintains a good relationship with Regional Tier 2 Customers, by coordinating (with the guidance of the Customer Service Lead) day to day activities on customer orders such as: Receive purchase orders & control 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, Enter customer/interco order in to the system and/or local ERP system, Track approval process with “owners” such as…Order Engineer Leader (OEL) for Printing, Coding, and Personalization approvals, Contribute and execute to final homologation of card samples by appropriate banking scheme when needed (Amex, Visa, Master Card, etc.). Work with credit management for letter of credit, credit limit. Ensure planning department proposes a delivery date fitting with customer requirements through an optimized supply, production and delivery plan, Manage and/or control the invoicing and credit note process (depending on systems/order flows type) and organize Return of Material (RMA) if needed by respecting corporate OI2 rules (order to invoice). To monitor customer semi-finished cards inventory against Service Level Agreement and require preventive/corrective actions on planning if needed. To contribute to the SLA fulfillment, change request & pull process according to personalization sites organization. To 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 insure the needed stationery is available on time. To manage any post sale service (including Allynis solutions), and customer complaints, not only tracking them but engaging the relevant teams on quick and strong corrective actions. Working with the Customer Service Lead, gets accurate details forecast/per product and follow up with the customer for any new or existing project and share the relevant information with internal teams. Contributes doing checks on card manufacturing features, freights & personalization - added services, to secure billing of all services included in the contract. Contributes to new projects costing and commercial proposals in line with the card manufacturing and Allynis Added Services Catalogue set up by the marketing team. Liaise with internal stakeholders (Marketing, NPI, TC, Sales). Participates to production and customer meetings and assist customers when visiting Thales facilities. Working with the Customer Service Lead, executes, monitor and achieve the revenue committed in monthly basis by their customers, which will contribute to the Regional commitment to the Business Line. Highlight and escalate any risk to achieve it to the Customer Service Lead. Minimum Requirements: Minimum 4-year bachelor degree plus 2 years’ experience in an administrative organization preferable in customer facing. Proactive, dynamic, limited supervision & self-sufficient and multitasking. Good organizational skills and with a good level on Excel and Microsoft tools. Excellent English level, written and oral. Very good written and verbal communication skills. Good interpersonal skills & communication. Very good ability to work under pressure. #LI- HYBRID. #LI-JCB At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now! Interested in a CAREER IN THE RAIL transportation sector? To see our jobs in the railway market, please visit our dedicated site here