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Giesecke+Devrient
Client Services RepresentativeGiesecke+Devrient • Markham, CA
Client Services Representative

Client Services Representative

Giesecke+Devrient • Markham, CA
3 days ago
Salary
CA$60.00 hourly
Job type
  • Permanent
Job description

Compensation: $60-65k plus up to 5% bonus capped at %

Job Summary


The Client Services Representative is responsible for the delivery of the highest level of quality Client service, ensuring excellent communication and follow up both internally and externally on all day-to-day initiatives as well as customer projects.


Primary Responsibilities

  • Act as a liaison between the client and the G+D team to provide Tier 2 and Tier 3 client support
  • Coordinate and prioritize all external/internal customer inquiries
  • Gain in-depth understanding and extensive knowledge of G+D business procedures and a working knowledge of customers' business requirements
  • Liaise with all other G+D departments to ensure customers' business requirements are met to their satisfaction and within service level agreements
  • Maintain and update Action logs and facilitate weekly conference calls
  • Coordinate customer launches for minor projects and initiatives, including non-PMO
  • Effectively manage customer relationships according to G+D policies and procedures
  • Attend meetings with internal and external customers, and make recommendations to develop and implement new methods to enhance the efficiency of the specific client's process
  • Ensure programming requirements are executed and entered into the Programming Request System (PRS) and communicated promptly to IT according to the G+D process and procedures; responsible for all customer launches and including PRS related and regression testing
  • Enter and update sales orders using SAP to customer contractual requirements
  • Successfully resolve customer issues to the mutual satisfaction of both client and G+D
  • Work directly with the G+D team to ensure customer products meet the internal requirements
  • Communicate with the Finance department to ensure Client billing is accurate and invoiced in a timely manner
  • Responsible for entry of Card Manufacturing requests
  • Liaise with VISA and Mastercard for all Card Manufacturing order approvals
  • Professionally and accurately manage Customer complaints in a courteous manner
  • Provide Administrative Support as required
  • Provide support to backup accounts Client Service Group, including Administrative tasks
  • Act as Subject Matter experts, providing PMO with Support when required
  • Assist in training of new staff
  • Other duties as assigned by the Client Services Team Lead or Director
  • Comply with G+D Environmental, Health & Safety policies, procedures and report any Environmental, Health & Safety hazards, incidents and concerns to the immediate supervisor/manager. Management will ensure employees are provided with job specific Environmenta, Health & Safety information, training and also ensure employees follow workplace Health & Safety policies and procedures

Qualifications, Experience and Educational Requirements

Work Experience:
  • Minimum five years’ experience in direct Customer Service – client contact or an equivalent position in a manufacturing, printing or financial environment

Skills and Competencies:

  • Excellent command of English, both written and verbal
  • Above average organizational and coordination skills with the ability to multi-task with grace
  • Proven interpersonal, analytical and problem solving skills
  • Proficient with MS Office suite
  • Self-motivated team player with the ability to interact in a collaborative manner
  • Ability to prevent unnecessary issues by proactively paying close attention to the details in all communication and documentation
  • Ability to be unfailingly civil and respectful to your internal team players and external Clients
  • Exposure to Project Management and Project Methodologies is preferred
  • SAP knowledge is preferred
  • Ability to communicate in French (written and oral) is a plus

Education:

  • Completion of a college or university degree

Working Conditions

  • Fast-paced environment
  • Sitting at the computer for long periods of time
  • Open Concept Office

Physical Requirements

  • Lift up to 20 lbs
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Client Services Representative • Markham, CA

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