Customer Service Analyst - Temporary Position A

Customer Service Back-End

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 billions 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.

Position Summary

The Customer Service Back-End is responsible for supporting the Front-End Customer Service Team by efficiently performing the administrative tasks of the order entry process. This role ensures smooth operations behind the scenes, allowing the Front-End team to focus on direct customer interactions and providing exceptional service. The Back-End position will collaborate with cross-functional Accounts within the Team to streamline workflows, enhance operational efficiency, and balance workload.

This role demands a blend of technical expertise in the order entry tools, problem solving skills, and a strong team-oriented attitude to drive overall business success. Ideal candidates are detail-oriented, collaborative, and proactive.

Essential Functions / Key Areas of Responsibility

• Ensure adherence to the established Birdie SLA.
• Follow the PO Check and Archiving procedure consistently.
• Consolidate the PBR backlog to deliver accurate forecasts and executable orders.
• Optimize workflows within customer service tools and processes for increased efficiency.
• Manage data and reporting by generating various reports to support operational monitoring and KPI tracking.
• Handle invoicing through customer portals accurately and timely.
• Maintain and regularly update datasheets and the Confluence site.
• Issue proforma documents promptly for shipping purposes.
• Efficiently manage the ASN process for customers.
• Launch sales orders into production according to customer requirements, ensuring no corrective actions are needed related to customer service root causes.
• Accurately invoice POs with correct data.
• Maintain consistency of information across backlog, Vista, and PO status.
• Provide administrative support to team members as needed.

Requirements

Formal Education: Bachelor's degree in Business Administration, International Trade and Relations, or Industrial Engineering.

Languages: Fluent in English (written and spoken).

IT/Software Skills: Proficient in Microsoft Office and Outlook.

Experience: Minimum of 1 year of progressive experience in a similar role.

Soft Skills: Customer-oriented, effective communication skills, patience, problem-solving abilities, empathy, negotiation skills, self-control, ability to build long-term relationships to foster customer loyalty and responsiveness.