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Customer Service Specialist

Location:  Twinsburg
Stellen-ID:  16108

In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure connectivity and payment solutions for billions of people around the globe. At G+D Mobile Security, you will play a key role in realizing the digital transformation.

Giesecke Devrient Job Description Header Picture

 

Customer Service Specialist 

Location: Twinsburg
Business Sector: Giesecke+Devrient Mobile Security America, Inc. 
Department: 67
 Customer Service TWN 

 

JOB SUMMARY: 

This position has a hybrid work model, from home and in the plant after 6 months in plant training.

 

The Customer Service Specialist is responsible for managing the day to day requirements of strategic accounts in a more technical role.  They are an extension of the Sales team and are responsible for providing superior customer service and working closely together with the Sales Manager in on boarding all new customers and programming changes to portfolios.  The Customer Service Specialist will also work closely with Product Management, Project Management and Operations to provide assistance in the setup of new products, materials, customer launches and internal change requests.  Additional responsibilities may include order processing, material procurement, coordination of production scheduling, sourcing and consulting 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.    

QUALIFICATIONS & SKILLS:

  • Bachelor’s Degree or related Customer Service / Project Management experience
  • Minimum of 4 years related work experience
  • Must have excellent organization, planning, and multi-tasking skills with high attention to detail
  • Must have excellent communication skills
  • Experience working directly with internal and external customers in a support capacity Proficiency with Microsoft Office applications, Excel, Word
  • Experience with order processing, planning /expediting and scheduling in a manufacturing environment preferred
  • Possess a demonstrated high degree or expert level of proficiency with ERP systems
  • Inventory management, status monitoring and receiving is beneficial. 
  • Experience with SYMIX Syteline, or SAP preferred.

 

DUTIES AND RESPONSIBILITIES:

Order Processing and Customer Support Responsibilities:

  • Compliance with all company policies and procedures.
  • Work closely with customers on artwork design, approval process and coordinate preproduction meetings to understand customer requirements. 
  • Coordinate customer site visits for press checks and tours ensuring all departments are aware of the customer expectations.  Ensure all customer requirements are communicated to production prior to visit to ensure customers and production’s time is utilized efficiently.
  • 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.
  • Assist Product Management in chip procurement by working closely with purchasing
  • Support customers with inventory management by providing weekly or monthly inventory reports/order status reports
  • At times assist with the submission and acceptance of orders to and from the LBA program (Load Balancing Application) to track orders and production efforts with the parent company (MMT tool) and other G+D production sites from initiation to delivery, including any claim handling. 
  • Support to Finance for preparation of month end closing, monthly forecast, and eventually budget.
  • Assist sales in developing quotations. Verify pricing on customer PO’s match quotations and/or contracts.
  • Support other divisions when necessary.
  • Interface with Engineering, IT and Project Management to ensure customer’s requests are managed in a timely fashion and in accordance to their specifications
  • Work closely with R&D and Product Management on any customer initiated projects
  • Assist in creating documentation for all elements of customer portfolio
  • Provide support and mentoring to remainder of team

 

Customer Support

  • Govern all new customer on boarding requirements as they relate to CSR (included but not limited to: traveling for customer meetings to discuss product specifications, artwork designs, packaging specifications and profiles).
  • Support the sales organization in maintaining customer account management
  • Provide first level direct customer support via phone, email and/or in person, to resolve issues regarding scheduling, delivery, change orders, artwork, packaging, and/or quality related claims.
  • Work with customer to manage portfolio changes which may include new cards, new collateral material, obsolete products, etc.
  • 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 and approval processes for cards through coordination with the customer and production facilities to successfully proof and produce finished card printing designs.

 

Operations Support Responsibilities:

  • Production planning and tracking including coordination of efforts both internally with the various G+D production sites (through G+D’s Load Balancing Application tool as required) and externally from production order until delivery, including any claim handling.
  • Communicate customer change requests to applicable production departments and subsidiaries
  • Coordinating with the manufacturing groups to deliver on time while maintaining delivery expectations and schedules between customers and production.
  • Work in conjunction with the Sales Planner to prepare material and production forecasts to align with sales forecasts.

 

Packaging and Logistics Support Responsibilities

  • Oversee packaging, labeling and logistics requirements for all product deliveries in accordance to customer requirements.  Work directly with customer, packaging vendors  and Project Managers 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.

$$ Giesecke+Devirent 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

 $$  $$ $$ $$  $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=16108&career_ns=job_application

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
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