CS - Customer Experience Specialist

PAY CS - Customer Experience Specialist role at Thales

Location:

Montgomeryville, United States of America (Montgomeryville, PA, Austin, TX, North Kingstown, RI - hybrid)

The main mission for Customer Experience Specialist is to be responsible for Customer Satisfaction and B2B Account Relationship Excellence in terms of order treatment & follow up, following documented procedures and processes, and providing day‑to‑day support to their team and coworkers.

• Work with the Customer Experience Lead to obtain accurate forecasts, per product details, and follow up with the customer for any new or existing project and share relevant information with internal teams.
• Perform checks on card manufacturing features, freight & personalization – added services – to secure billing of all services included in the contract.
• Contribute to new project costing and commercial proposals in line with the card manufacturing and Added Services Catalogue set up by the marketing team; liaise with Marketing, NPI, TC, Sales; participate in production meetings and customer meetings and assist customers when visiting Thales’s facilities.
• Execute, monitor and achieve the revenue committed on a monthly basis by customers, contributing to the regional commitment to the Business Line.
• Highlight and elevate any risk to achieve it to the Customer Experience Lead.
• Exceed customer expectations in service, order treatment & follow up, building close and confident relationships with internal and B2B customers.
• Act as the main interface for Tier 1 customers, liaison with internal sales, marketing, technical team, card manufacturing and personalization centers during order treatment.
• Coordinate day‑to‑day activities on customer orders such as receiving purchase orders, controlling order features according to contract or quote, requesting completion from process owners, creating technical data in the local ERP system, entering order, tracking approvals.
• Contribute to final homologation of card samples by appropriate banking scheme when needed and work with credit management for letter of credit, credit limit.
• Ensure the planning department proposes a delivery date that fits customer requirements through an optimized supply, production and delivery plan.
• Manage or control the invoicing and credit note process and organize Return of Material (RMA) if needed, respecting corporate O2I rules.
• Monitor customer semi‑finished cards inventory against SLA and trigger preventive/corrective actions on planning.
• Manage stock for various contract types, liaise on collateral supply, ensuring timely order fulfilment.
• Handle post‑sale service and customer complaints, tracking them and engaging relevant teams for corrective action.

• Bachelor’s Degree in Business Administration, English certification, or related discipline.
• 3–5 years’ experience in B2B customer service.
• Proficiency with Microsoft Excel and other Microsoft tools.
• Independent with excellent written and verbal communication skills in English.
• Experience in Project Management, Sales Administration, and Logistics.

• Experience in Marketing and Finance.

Thales provides a comprehensive benefits program for full‑time employees working 30+ hours per week and their eligible dependents.

• Health, dental, vision, FSA/HSA, voluntary life and AD&D, whole group life with LTC, critical illness, hospital indemnity, accident insurance, legal plan, identity theft, pet insurance.
• Retirement savings plan after 30 days of employment with company contribution and match, no vesting period.
• Company paid holidays and paid time off.
• Company‑provided life insurance and disability benefits.

Say hi and learn more about working at Thales.

This position will require successfully completing a post‑offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with applicable laws.

We are an equal‑opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in applying, please contact talenta

Compensation
:
Total Target Compensation (TTC) range between $54,060.40–$ USD annually, inclusive of base salary and variable compensation target.

Thales may offer additional benefits and compensation beyond this range, depending on circumstances not related to applicant status protected by law.