Customer Experience Account Manager

Customer Experience Account Manager

Requirements

• Minimum Associate’s degree with a minimum of 8 years customer service experience or account management.
• Command of the English language, including spelling and grammar.
• Proven proficiency with emphasis on Microsoft Office Outlook, Excel and PowerPoint.
• Strong project coordination skills.
• Outstanding organizational and communication skills, oral and written.
• Ability to efficiently prioritize, manage multiple tasks and meet deadlines.
• Outstanding analytical and problem solving skills.
• The ability to work with minimal direct supervision.

Responsibilities

• Handles inquiries from external clients and internal business teams; answers staff questions and resolves escalated matters.
• Completes basic client requests and provides responses in a timely fashion. Maintains service level agreements (SLAs) and commitment to customer experience.
• Pro-actively interacts and collaborates with internal business partners to ensure customer requests are understood and met.
• Ensures compliance with policies, guidelines and regulatory requirements.
• Knowledge of Idemia product and service to provide to customer and upsell these services.
• Utilizes independence in solving problems and making decisions.
• Works within established guidelines, with complex or unusual situations being discussed with manager.
• Efforts are focused on achieving a differentiated customer experience. Serves as single point of contact for customer to resolve problems, effectively listens to customer’s perspective and needs and maintains a sense of urgency.
• Generates and validates weekly test invoice.
• Works with cross department to ensure monthly invoicing is accurate and issued to the customer timely.
• Responsible to ensure that operations delivered all demands according to the SLA’s.
• Logs and tracks complaints in CRM, coordinates resolutions, and follows through protocols.
• Examines delivery trends and works with stakeholders to improve communication and turnaround timelines.
• Monitors production reports to track customer demand progress and proactively updates the customer.
• Maintains proper relationships with sales & customers to understand their requirements/priorities.
• Exhibits teamwork skills by working cross department.
• Follows defined processes and procedures.
• Takes responsibility for service recovery at the point of failure.
• Responsible for accurate execution of all customer set-ups – new or change.
• Organizes customer meetings and plant tours.
• Manages customer supply chain by monitoring key material ordering and receipt dates.
• Ensures customers do not reach out-of-stock situations.
• Ensures inventory reports are monitored and sent to the customer on a timely basis.
• Utilizes available software/systems to make decisions and respond to customer inquiries on time.
• Works closely with and maintains effective communication with production supervisors, managers and all internal departments.
• Follows Quality Performance Objectives for department.
• Ensures that all company ISO procedures and requirements are followed.
• Responsible for reviewing customer contract to ensure that the customer is being charged for all services.
• Manages Idemia and customer confidential information related to pricing, customer data/volume as well as advance knowledge of marketing plans from the customer.

Preferred Qualifications

• May be required to travel to visit customers.