Customer Service Management

IDEMIA; Baranzate; On-site; EUR 60,000 - 75,000; Full time

Job summary

IDEMIA Secure Transactions is seeking a Customer Service Manager to lead the Milan-based Customer Service Team and oversee all aspects of client orders from spec to service delivery. The role focuses on maximizing customer satisfaction, coordinating with internal teams, and ensuring timely contract delivery to drive revenue and profitability.

The ideal candidate will manage a small team, build strong customer relationships (banking industry preferred), work within the supply chain context, and

Qualifications

• Experience managing a small team.
• Ability to build strong relationships with customers, ideally from banking or related industries.
• Experience in supply chain and/or purchasing.
• Willingness to take strategic decisions and manage priorities.

Responsibilities

• Oversee and motivate the Customer Service Team, delegate tasks, establish work schedules, and monitor performance.
• Own portfolio of customer relationships and coordinate service review meetings across departments.
• Manage order process, status updates, and performance reporting to customers.
• Communicate customer requirements across Idemia departments and chase progress to fulfill requests.
• Create and own SLAs, negotiate terms with customers and maintain related documentation.

Skills

People management

Customer relationships

Supply chain

Strategic decision making

Job description

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

Purpose

We are currently looking for a Customer Service Manager who will take over responsibility of managing the Customer Service Team in order to assure the whole order and logistic process from the Client order specification till the delivery to the Service Center.

This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability.

Key Missions

As a Manager of our Milan Customer Service Team, you will manage our Team and you will also be responsible for Key Customers from the banking industry:

• supervise and motivate, delegate tasks and accountability, establish work schedules, set employee goals and objectives, monitor and review the performance of staff and organize necessary interventions for improvement, identifying training needs and develop staff to maximize potential
• take over the Ownership of a Portfolio of Customer Relationships and the management of all contacts relating to their operational activity, including the co-ordination of customer facing operational and service review meetings and dealing with customer contacts in varying roles at all levels
• be responsible for Order Process Management; Management of order expectations, customer order status and performance reports
• communicate all customers' requirements throughout Idemia departments, dealing with colleagues at all levels in varying roles to deliver customer requests and chase progress
• utilize various internal systems to process customer actions (change requests / artwork requests / complaints & NCR's), which requires a competent level of technical knowledge in order to manage these small projects and artwork developments
• ensure that all order entry, invoice dispatch specifications and commissions' data is entered and processed in an accurate and timely fashion
• ensure pipeline and forecast accuracy by providing sales teams and Business Directors with regular customer feedback and highlighting revenue opportunities
• lead communication with manufacturing sites, escal ...
• be responsible for creation and ownership of SLA's negotiating terms of the SLA with the customer and the business and maintaining documentation
• be involved in strategic decisions and judgement calls on product acceptability where non-conformances have occurred in production and when planning customer deliveries to comply with Idemia capacity fluctuations and commercial needs

Profile

Who are we looking for?

To succeed in this position, you will need the following experience:

• managing a small team
• successfully & easily building strong relationships with Customers, ideally from banking industry or relevant
• working in the supply chain and/or purchasing
• taking up strategic decisions and managing priorities

In addition to her/his experience, the ideal candidate needs to match our community's values: at IDEMIA we are curious, trusted, caring, daring and together.

We are looking for people who:

• manage in a charismatic manner
• have strong communication skills
• feel comfortable when communicating in English and Italian
• are ready to make complex decisions and manage priorities
• are open for cooperation with wide diversity of people (internal & external customers)
• are excellent team players
• are ready to deal successfully with challenging situations
• are ready to work mainly from our office, Baranzate

About IDEMIA Secure Transactions

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience