What are the responsibilities and job description for the Customer Operations Representative position at Giesecke+Devrient Mobile Security America, Inc.?
I'm proud of what we do : Cutting-edge technology for secure connectivity.
Customer Operations Representative
Location : San Jose
Stellen-ID : 25064
In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure solutions for billions of people around the globe. At Giesecke Devrient, you will play a key role in realizing the digital transformation.
JOB SUMMARY :
The Customer Operation Representative is responsible for providing internal and external support for all customer operations requirements. This may include order processing, material procurement, coordination of production scheduling, sourcing of special packaging or solutions, coordination of logistics including product shipping, customs clearance and delivery. This position requires direct interface with customers, suppliers and internal support organizations to ensure timely and accurate deliveries. A high level of responsiveness and service is required for all order processing duties, responsibilities and other assignments.
LOCATION :
This position will be based on site at our US facility located in San Jose, California
DUTIES AND RESPONSIBILITIES :
Order Processing and Customer Support :
Compliance with all company policies and procedures.
Work closely with customers on artwork design, approval process and coordinate preproduction meetings to understand customer requirements.
Manage the processing of customer orders to include order confirmation and compliance verification for technical feasibility, product / material availability, schedules, export regulations, security, commercial clauses and other relevant areas.
Establish production and delivery schedules through direct communication with scheduling, other G D manufacturing facilities, material suppliers and third party vendors including brokers, freight companies and internal shipping department to ensure accurate and on time delivery.
Assist in the purchase of materials for the MS group from domestic and international vendors. This includes production materials, outside services, etc.
Verification of material receipt and approval of incoming invoices including freight charges as needed.
Assist procurement planning group in chip procurement by working closely with purchasing.
Support customers with inventory management by providing weekly or monthly inventory reports / order status reports as necessary.
Assist with submission and acceptance of orders to track order status and production efforts with other G D production sites from initiation to delivery, including any claim handling.
Support Finance in the preparation of monthly invoicing, monthly forecast, and order income.
Verify pricing on customer PO's to match quotations and / or contracts.
Support other divisions / teams when necessary.
Interface with Engineering, IT, Operations, Quality and Project Management to ensure customer's requests are managed in a timely fashion and in accordance with their specifications.
Maintain customer order data, including product configurations.
Customer Support :
Provide first level direct customer support to customers via phone, email and / or in person, to resolve issues regarding scheduling, delivery, change orders, artwork, packaging, and / or quality related claims.
Maintain regular communication with the customer throughout the entire process from receipt of an order, production, delivery, invoicing and claim handling as necessary.
Manage order delivery status and scheduling updates.
Oversee artwork design changes and approval processes for cards by coordinating with the customer and production facilities to successfully proof and produce finished card printing designs.
Assist with customer account creations / modifications in various internal systems including SAP, ServiceNow, and IoT Suite.
Operations Support :
Provide support and backup to Customer Operations Group.
Production planning and tracking including coordination of efforts both internally and with the various G D production sites. Thorough tracking of all order steps in Microsoft Excel from customer purchase order to production order until delivery, including any claim handling.
Coordinating with the manufacturing groups to deliver on time while maintaining delivery expectations and schedules between customers and production.
Work in conjunction with international counterparts in the preparation of material and production forecasts to align with sales forecasts.
Order management and fulfillment, including provisioning SIM assets to customer accounts, and Input File generation in some cases.
Manage and monitor inventory levels of SIM / IMSI stock and shipping supplies, including maintaining assets in various excel sheets used by internal teams, as well as internal inventory system.
Packaging and Logistics Support :
Oversee packaging, labeling and logistics requirements for all product deliveries in accordance with customer requirements. Work directly with customer, CSM team members and Project Manager to develop packaging and logistics plans.
Assist in the selection of appropriate vendor either internally or externally to meet scope of work for special packaging requirements. This includes meeting customer Service Level Agreement (SLA) of packaging needs and delivery dates.
Picking and packing, generating shipping labels / documents to prepare for shipments.
Work with Sales, Support, and other teams to resolve any queries / issues regarding Logistics topics.
Other duties, responsibilities and activities may be changed or assigned at any time with or without notice
QUALIFICATIONS & SKILLS :
Required Education and Experience :
High School Diploma or GED required, Bachelor's Degree preferred
Minimum of 3 years Customer Service related work experience working directly with internal and external customers.
Required Knowledge and Skills :
Excellent organization, planning, and multi-tasking skills with extremely high attention to detail
Excellent communication skills
Proficiency with Microsoft Office applications. (Word, Excel & PowerPoint)
Desired Knowledge, Skills and Experience :
General understanding of ERP system functionality with respect to order processing, inventory management, status monitoring and receiving is beneficial.
Experience with order processing, planning / expediting and scheduling in a manufacturing environment preferred
Experience in SAP preferred.
The pay range for this position is $58,000-$69,000. Benefits offered to eligible employees include, medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K w / employer match, short / long term disability, life insurance, healthcare and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more.
Giesecke Devrient Mobile Security America, Inc. endeavors to make www.gi-de.com / en / careers / jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or hr-us@gi-de.com.
Giesecke Devrient Mobile Security America, Inc. is an Equal Opportunity Employer - M / F / Veteran / Disability / Sexual Orientation / Gender Identity
We are looking forward to receiving your application!
Giesecke Devrient Mobile Security America, Inc.
45925 Horseshoe Dr, Sterling, VA 20166
www.gi-de.com / careers
ADMIN_GROUP_MF_EUR_RUS_AUS_USA_CAN
Cutting-edge technology for secure connectivity.
I'm proud of what we do :
Nearest Major Market : San Jose
Nearest Secondary Market : Palo Alto
Salary : $58,000 - $69,000
