CUSTOMER SERVICE

Location: Dubai, United Arab EmiratesThales 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 has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi’s airport.

JOB OBJECTIVE:

• 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 treatment with appropriate Account Managers, Technical Consultants, Sales Operations, Order Administrators, Planning department and Logistics.
• Share customer knowledge to all relevant internal stakeholders
• Responsible for Customers’ satisfaction and Service Excellence in terms of order treatment & follow-up from Customers’ point of view.

ROLES & RESPONSIBILITIES

• Act as main interface with Customers, Account Managers and Technical Consultants during customer’s purchase order treatment.
• Is responsible for order management once PO is in.
• Validate customers’ Purchase Orders, according to “Gemalto Customer’s Purchase Order Review” process ref. WGSCH30005.
• Ensure customers’ Purchase Orders are registered in Gemalto order entry systems to allow treatment by Planning dept.
• Plan the Sales Orders shipment date with the Manufacturing site as per Customer’s requested delivery date.
• Acknowledge Customer’s Purchase Order within 48 hours from its date of receipt.
• Coordinate Customers ‘executables for Sales Order production (artwork validation, specific payment conditions, input files…)
• Relay information around orders to/from Customers versus internal teams.
• Follow up the Sales Orders until their shipment and invoicing, in a proactive mode.
• In charge of Customers’ complaints registration and follow up.
• For all BU’s except “Enterprise and Cybersecurity”, 
• contribute to the short-term billing forecast exercise in volume and to its achievements.
• Is responsible for backlog report accuracy through ERP data update when relevant.
• Contribute to inventory optimization based on inputs from the Supply Chain and through the selection of proper supitem at order booking level.
• ensure that Customers’ Purchase Orders are entered accurately and timely matter.
• Provide the agreed reports to Customers.
• Attend some Customers’ meetings, assist Customers when visiting Gemalto facilities.
• Responsible for managing Return of Material as per Gemalto Customer’s complaint management process ref. WG.QUA.3.0006
• Launch Risk Order procedure ref WGSCH30003, when necessary
• Inform Sales Operations on the receipt of non-forecasted Customers’ PO
• Ensure recording Customer’s file as per Gemalto Customer Order File Checklist” ref.  WGSCH30004

WORK EXPERIENCE REQUIREMENTS:

• International sales administration and logistics (Letter of Credit, Payment Terms, Customs Rules…).
• System Tools: IT Literate (Microsoft Pack Office, …).
• ERP knowledge is a plus.

QUALIFICATION, CERTIFICATION & EDUCATIONAL REQUIREMENTS:

• College Education and above.

PREFERRED SKILLS:

• Customer oriented and availability.
• Good organization skills.
• Self-initiatives.
• Stress resistant.
• Team player.

#LI-MM1
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!