Customer Service Coordinator

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.

Dear candidate

We’re truly excited that you’re exploring the opportunities available with us!

For this particular role, we kindly ask that you successfully can

- obtain PET-Security approved at SECRET level

- bring a positive energy to the group

- Danish and Swedish fluent (written and spoken)

At the heart of our busy workspace is our Customer Service (CS) department, and we're on the lookout for an enthusiastic new member for the team.

In this role, you'll be reporting to the Customer Service Manager of Nordics, Baltics, BENE, who is based in Finland, and you'll work within the standard office hours.

Thales DIS is a personalization center located in Ballerup, Zealand. We are specialized in personalizing various documents and cards for the Danish population and for this purpose we have a modern and up-to-date production infrastructure, which you will be trained to understand.

We aim of building a future we can all trust, and your contribution for that will be to deliver high end support for our customers located in Denmark as well as Sweden.

Main missions

As a Customer Service Specialist, your primary responsibilities will involve understanding and managing a customer's portfolio of products and services, overseeing orders from PO reception to delivery and invoicing, handling solution project setup and monitoring of billing lines and invoicing, and efficiently managing customer claims.

We find it as the perfect role for someone organized, motivated, and a people-person.

Your key responsibilities

This role lets you blend customer management skills with hands-on operational tasks.

As a pivotal communicator, you'll relay information between us and our customers, ensuring transparency and understanding. You'll also oversee customer stocks and be responsible for sending them the agreed-upon reports.

Customer management Fostering and maintaining positive relationships with customers will as well be a key part of your role.

Interfacing - A great chance to work cross-functionally and make a real impact!

As part of your role, you'll interact closely with various teams such as Operations, Sales, Product & Service, and Finance. You'll provide a helping hand to the Order Manager by offering technical assistance and acting as a watchtower, alerting the Sales Operation and Planning teams about any changes that might pop up.

Finally, you will also be accountable for:

Order Management

Ensure customer orders are compliant with a Contract or an Offer

Answer customers within 48 hours to assess PO reception

Send the order acknowledgement to customers

Ensure orders are entered into backlog in an accurate and timely matter

Ensure consistency of technical data for orders

Retrieve order’s delivery date from the OM/Planning

Invoice customers and issue credit notes

Manage RMA (Return Material Acceptance) process

Issue the CRO (Commercial Risk Order) with all needed information according to RO process.

Store and archive all the files related to an order

Monitoring and follow-up

Proactively monitor orders in manufacturing process and report any risks related to committed schedules

Monitor Projects invoicing with PM and sales

Organize shipment of the manufactured goods in cooperation with the logistics team

Deal with customer complaints:

Register customer complaints (external/internal complaints or analysis requests) in the customer complaints tool

Follow up the analysis progress, validate the analysis report and submit it to the contact person or to the customer.

Add the customer feedback to the tool.

Your professional skills

The right candidate could have previous experience in Supply chain, Credit management, sales or customer services but it’s not a must.

Minimum intermediate in English (written and spoken)

3 years business degree

Excellent communication skills (written and spoken)

Administrative work abilities

Good knowledge of manufacturing processes and products

Export trade: Basic knowledge of Incoterms, Letter of credit, Customs rules

Basic financial understanding: VAT, revenue, ledger, credit management

MS Office tools

Thales DIS internal tools: We don’t expect you to possess knowledge in all tools.

ERP tool Oracle (Enterprise Resource Planning for products and solution projects)

myPDM (Product Data Management): all technical data for manufactured products

I-Care (customer complaints management): quality tool for all claims

Your personal skills

We are looking for a candidate who brings a positive energy and team spirit to the table. Personal organization is crucial for this role, as well as being self-driven with a thirst for learning. You should have excellent relational skills and a customer-oriented mindset.

Being able to identify and report risks, and potential problems related to customers is important, and the ability to work well under pressure is a must. A multicultural and proactive mindset will be highly valued in our team.

Our offer

In Thales we rely on trust, mutual assistance and respect to each other. We care about safe and clean working conditions.

By deciding to join our team, you will work in an international company and take part in the production of unique products. You will join a team ready to cooperate and together with us you will create a good atmosphere.

Implementation and training to prepare you for independent work are waiting for you. You will get the opportunity to improve your skills and professional development.

Interested?

We are looking forward to hear from you. Send a short application and your CV via the link below. We hold interviews continuously, and the position will be open until the right candidate is found.

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!