Customer Experience Executive

Location: Singapore, Singapore

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.

Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas.

**Responsibilities**:

- Develop close and confident relationship with Customers to satisfy their needs.
- Manage communication and relation with the Customer.
- Take total ownership on Customers’ Purchase Orders (PO) from their date of receipt to their delivery and invoicing.
- Co-ordinate the order/service treatment with appropriate Account Managers, Technical Consultants, Sales Operations, Order Administrators, Planning department, PSC and Logistics.
- Share customer knowledge to all relevant internal stakeholders
- Is responsible for Customers’ satisfaction and Service Excellence in terms of order treatment & follow-up from Customers’ point of view.

Customer Service Management:

- Act as main interface for Customer and Sales, TC and PSC stakeholders.
- Manage post sales activity for Personalisation Services, including Allynis Added Services.
- Relay information to/from customers versus PSC (data receipt, card pulls, personalized card dispatch, change requests, collaterals deliveries, etc.)
- Report to customer the agreed reports.
- Contribute to change request process, pull process according to PSC organization.
- Contribute or manage stock for the various types of contracts. Liaise supply of collaterals with/for customers depending on contract requirements, make sure customer orders in time and ensure the needed stationery is available on time.
- Attend customer meetings, assist customer when visiting Thales DIS facilities.
- In charge of the customers’ complaints registration in corporate tool (I-Care), follow up and closure.
- Follow up new projects with right PSC stakeholders until the delivery and invoicing in a proactive mode.
- Ensure billing consistency, contribute to the billing forecast exercise and its achievements
- Contribute to new project costing and commercial proposals in line with the Allynis Added Services Catalogue set up by the marketing team. Liaise with internal stakeholders (Marketing, NPI, TC, Sales).
- Contribute to contract review with Sales, especially on added services, to secure billing of all services included in the contract
- Any additional task/s assigned by supervisor, if deemed necessary.

Card Order Management:

- Ensuring all orders processed with valid customer order or proper management approvals.
- Monitoring all orders progress and update the relevant parties.
- Coordinating amongst factory, sales, sales support, technical, field marketing and customers for all issues related to the orders to ensure order is being smoothly processed and avoid quality issues.
- Taking charge of any local delivery arrangement & custom clearance for both import and export if necessary.
- Preparing for all documents and for imports and exports.
- Preparing weekly and monthly revenue report

**Requirements**:

- Possess at least a Diploma / Bachelor's Degree in related fields
- ERP knowledge is preferred
- Customer oriented
- Good organization skills
- Team player
- Good at interpersonal
- International sales administration and logistics (Payment Terms, Customs Rules )