Customer Service Representative II

An Amazing Career Opportunity for Customer Support Agent II!!

Location:

Austin, Texas

Job

HID Global is seeking a customer-focused professional to join our growing Customer Service team. This role supports customers throughout the full order lifecycle while partnering closely with Regional Sales Managers, Inside Sales, and Order Management to deliver an exceptional customer experience. The Customer Service Representative builds and maintains strong relationships within an assigned region and serves as a primary point of contact for order-related inquiries.

Success in this role requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced environment.

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high‑tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting‑edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high‑quality solutions.

• Serving as a primary point of contact for customer inquiries via phone and email using Salesforce CRM.
• Maintaining accurate and up-to-date customer data within Salesforce and Oracle (eBS).
• Documenting all customer interactions and activities within Salesforce CRM.
• Proactively communicating order updates or changes to customers as directed by Production Control and/or the CS Order Fulfillment Manager.
• Escalating complex or persistent issues to appropriate stakeholders, including Customer Care leadership, Regional Sales Managers, BU Champions, or Pre‑Sales teams.
• Building and sustaining strong working relationships with internal and external customers.
• Ensuring Oracle (eBS) systems are configured with accurate defaults for assigned customer accounts.
• Resolving pre‑booking issues in collaboration with customers and internal partners.
• Managing escalated customer issues from Customer Service peers.
• Supporting onboarding and providing guidance to newer team members.
• Addressing internal order holds as needed.
• Completing mandatory product and systems training to expand knowledge of HID solutions.
• Independently handling more complex and specialized customer service tasks.

• High school diploma or equivalent.
• Minimum of 3+ years of customer service experience in a call center or high‑volume service environment.
• Demonstrated commitment to delivering excellent customer satisfaction.
• Strong verbal and written communication skills in English.
• Ability to manage multiple priorities with accuracy while meeting SLAs and team goals.
• Strong attention to detail and follow‑through.
• Self‑motivated with the ability to work independently while knowing when to elevate issues.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Experience working in a technology‑focused or manufacturing environment is preferred.
• Prior experience using Salesforce CRM is preferred.
• Working knowledge of Oracle (eBS) is preferred.
• Ability to communicate in additional languages is preferred.
• Experience reading and interpreting technical documentation or specifications is preferred.

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work‑life balance.
• A vibrant, welcoming and 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.

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
• Innovation: You embrace…