Customer Service Representative

Customer Service Associate Opportunity

Location: Cypress, California

The Customer Service Associate is responsible for supporting daily customer service activities, enhancing customer service operations through data analysis, reporting, and cross-functional coordination. This role serves as a key partner to Customers, Sales, Operations, Planning, and Logistics teams to improve efficiency, strengthen customer satisfaction, and support continuous improvement initiatives.

The ideal candidate possesses strong analytical skills, detail oriented, proactive mindset, with a strong customer service mindset and the ability to translate data and insights into meaningful operational improvements. This individual thrives in a collaborated environment, effectively manages priorities, and takes initiative to identify opportunities, solve problems, and drive results.

As our Customer Service Associate, you'll support HID's success by:

• Supporting daily customer service activities, including order management, customer inquiries, and issue resolution.
• Responding to customer needs in a timely, professional, and solutions-oriented manner.
• Assisting with escalated customer concerns and coordinating resolution across internal teams.
• Monitoring order flow and proactively identifying risks that may impact customer commitments.
• Partnering with Sales, Operations, Planning, and Logistics to communication updates and resolve service-related issues.
• Maintaining accurate and timely customer and order information within all applicable systems and tools.
• Developing, maintaining, and analyzing reports and dashboards related to customer service performance.
• Monitoring key performance indicators (KPIs), including order backlog, on-time delivery, order accuracy, response times, and customer satisfaction metrics.
• Analyzing data to identify trends, recurring issues, root causes, and opportunities for improvement.
• Translating data and reporting into actionable insights and recommendations for internal stakeholders.
• Supporting regular performance reviews and reporting to help teams understand results and identify areas of focus.
• Ensuring reports and dashboards are accurate, timely, and aligned with business needs.
• Maintaining and updating customer service processes and documentation to support consistency and operational effectiveness.
• Monitoring process performance and identifying opportunities to streamline workflows, improve service levels, and reduce inefficiencies.
• Supporting continuous improvement initiatives focused on service excellence, customer satisfaction, and operational effectiveness.
• Serving as a liaison between Customer Service and key internal departments, ensuring effective communication and alignment.
• Supporting implementation of system enhancements, process changes, and operational projects.
• Coordinating special projects, establishing timelines, tracking action items, and ensuring timely follow-up with stakeholders.
• Contributing to a culture of accountability, collaboration, and continuous improvement.

Your Experience and Background include:

• 4+ years of experience in Customer Service, Operations, Order Management, Business Analysis, or related functions.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Experience working with ERP systems.
• Excellent organizational, communication, and coordination skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Bachelor's degree in Business Administration, Supply Chain, Operations, Analytics, or related field, or equivalent experience is preferred.
• Experience with Oracle ERP or similar enterprise systems is preferred.
• Experience with Power BI or other business intelligence tools is preferred.
• Knowledge of process improvement methodologies is preferred.
• Experience supporting cross-functional operational projects is preferred.

What we can offer you:

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software, and services that allow people to confidently navigate the physical and digital worlds

Why apply?

• Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don't need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.
• Integrity: You are results-oriented, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID, it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case.

The base salary for CA is $75,000 to $90,000.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact View email address on click.appcast.io.

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

At times, HID may use AI-assisted technology to help our Talent Acquisition team review applications by identifying job-related qualifications, skills, and experience in rsums and comparing them with the requirements of the role. The technology supports recruiter review but does not make hiring decisions. A member of our Talent Acquisition team reviews each application before any selection decision is made. Information processed by the tool is deleted once the recruiter's review is complete.

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