Customer Operations Specialist

Job Description

IDEMIA Secure Transactions , a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

\n

\n

Overview : The Customer Operations Specialist – Service Center serves as the primary point of contact between the Customer Experience team and the Chantilly site, ensuring seamless coordination and execution of customer requests. This role is responsible for overseeing service center operations, managing inventory processes, ensuring SLA compliance, and facilitating customer-driven implementations while maintaining operational efficiency and quality standards.

\n

\n

Responsibilities :

\n

\n

Customer Request Coordination & Service Execution

\n

\n
• Act as the primary liaison between the CRE and the Service Center to ensure timely and accurate execution of customer requests.
\n

\n

\n

Service Center Operations & Inventory Management

\n

\n
• Manage inventory transactions, including creating new card and paper items in the system.
\n

\n

\n

Production & SLA Monitoring

\n

\n
• Track and monitor daily, weekly, and monthly SLAs for service center tasks.
\n

\n

\n

Exception Handling & Change Management

\n

\n
• Support date change management and facilitate manual overrides (CAMs) to address urgent customer requests.
\n

\n

\n

Reporting & Process Compliance

\n

\n
• Generate and send manual BAU reports to clients (non-Compass reports).
\n

\n

\n

Testing, Qualification & Implementation

\n

\n
• Validate and ensure test Work Orders (WOs) have been executed correctly before implementation.
\n

\n

\n

Skills & Qualifications:

\n

\n
• Graduate or equivalent academic experience.
\n
• Strong knowledge of service center operations and customer request handling.
\n
• Experience in inventory management, production coordination and SLA monitoring.
\n
• Ability to communicate effectively with internal teams and customers to drive request implementation.
\n
• Strong problem-solving skills and attention to detail in handling customer-driven changes.
\n
• Ability to manage multiple tasks and prioritize customer-impacting requests.
\n
• Experience on JIRA, Salesforce, D365 or similar tools.
\n