Solution Customer Service Representative

Overview

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.

Solution Customer Service Representative — Cuernavaca, Morelos (Hybrid)

Position Summary

Thales is looking for a Solution Customer Service Representative who will be responsible to coordinate the Order Processing with appropriate Solution Sales, Project Managers, Sales Operations and Finance teams and takes total ownership on customers\' orders from the Purchase Order receipt to the delivery and invoicing and able to accompany the on-going digital transformation by supporting the team on knowledge, procedures and tools sharing & transformation. In this position you will also be responsible for Customer Satisfaction and Service Excellence in terms of Order Processing and follow-up from the customer point of view and Support MCS Solutions & Services strategy and business execution.

Key Areas of Responsibility

• Check Customer’s Purchase Orders and translate to Thales’ ERP Modules system to allow treatment from Project Managers and Finance Controller.
• Organize kick-off meetings (Engagement Review) at purchase order receipt for large or non-recurrent projects with all solution actors (Solution Sales, Project Manager and Finance Controller), and if would be the case with Logistics, Purchasing and/or Business Efficiency teams.
• Ensure that all documentation have been sent by Solution Sales and book orders in the ERP system and follow up projects until be properly invoiced.
• Make sure new process are understood by local teams.
• Support the manager in driving the change induced by new process induction.
• Contribute to improvement path around order to invoice.
• Provide necessary reports to Solution Sales, Finance Controller & BPA Management.
• Responsible for compiling reports for the entire business entity for key business partners’ review.
• Attend the audits, provide the information requested by auditors (such as: External Auditors, Corporate).
• Solve problems and propose solutions for partner teams to achieve their desired results while maintaining company standards.

Minimum Qualifications

• Bachelor’s degree in international business, Administration or similar.
• 3 Years plus of relevant business experience with sales administration and logistics including Incoterms (international commerce terms), Payment Terms, Taxes, and customs rules.
• Intermediate-advanced English proficiency, oral and written.
• User of ERP Systems & tools as well as Microsoft Office Suite, mainly Excel and pivot tables.
• Strong communicator and negotiator, analytical, results-oriented, customer-oriented, a strong time manager, autonomous, honest, and empathetic, strong focus on helping customers and ensuring their satisfaction.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

What We Offer

• Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:
• Elective Health and Dental plans.
• Company paid holidays, vacation days, and paid sick leave.
• Company provided Life Insurance.

Why Join Us?

Say HI and learn more about working at Thales.

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