Customer Operations Specialist

IDEMIA PHILIPPINES INC.; Manila; On-site; PHP 300,000 - 600,000; Full time

Job summary

IDEMIA Philippines Inc. is seeking an experienced Customer Operations professional to oversee order management, service delivery, and operational excellence across projects.

This role focuses on end-to-end customer orders, SLA adherence, and process optimization within a fast-paced production environment. Responsibilities include coordinating with customers, production teams, designers, and logistics partners, maintaining accurate records, and supporting process improvements to ensure timely

Qualifications

• Minimum 2 years of experience in Customer Operations, Order Management, Customer Service, or Account Coordination.
• Experience managing customer orders end-to-end, including requirements gathering, order tracking, proofing coordination, production follow-up, and delivery management.
• Strong understanding of printing processes, artwork/design proofing, color management, and print production criticalities, with ability to communicate between customers and manufacturing teams.
• Experience coordinating with multiple stakeholders, including customers, production/manufacturing teams, designers, and logistics partners, while ensuring SLA adherence and timely issue resolution.
• Excellent communication, organizational, and problem-solving skills, with the ability to manage priorities, handle escalations, maintain accurate records, and support process improvement initiatives.

Responsibilities

• Performs assigned operational tasks with precision and timeliness
• Handles first-level support and escape issues as needed
• Maintains process compliance and data accuracy across systems
• Assists in tracking requests and monitoring SLA adherence
• Participates in testing and validation of customer-driven changes
• Contributes to documentation and reporting of operational activities
• Perform assigned operational tasks with precision and timeliness.
• Define and document operational processes and performance metrics (KPIs).
• Train colleagues and onboard new team members to ensure process consistency.
• Manage prioritization and handle escalations within the team.
• Participate in process improvement initiatives and special projects.
• Maintain accurate records for audit and compliance purposes.

Skills

Order management

Customer service

Stakeholder coordination

SLA management

Problem solving

Communication

Job description

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

This role is responsible for order processing, service delivery & operational excellence.

Key Missions

Responsibilities:

• Performs assigned operational tasks with precision and timeliness
• Handles first-level support and escape issues as needed
• Maintains process compliance and data accuracy across systems
• Assists in tracking requests and monitoring SLA adherence
• Participates in testing and validation of customer-driven changes
• Contributes to documentation and reporting of operational activities
• Perform assigned operational tasks with precision and timeliness.
• Define and document operational processes and performance metrics (KPIs).
• Train colleagues and onboard new team members to ensure process consistency.
• Manage prioritization and handle escalations within the team.
• Participate in process improvement initiatives and special projects.
• Maintain accurate records for audit and compliance purposes.

Profile & Other Information

Qualifications:

• Minimum 2 years of experience in Customer Operations, Order Management, Customer Service, or Account Coordination, preferably within the card manufacturing, printing, packaging, personalization, or related production industries.
• Proven experience managing customer orders end-to-end, including requirements gathering, order tracking, proofing coordination, production follow-up, and delivery management.
• Strong understanding of printing processes, artwork/design proofing, color management, and print production criticalities, with the ability to communicate effectively between customers and manufacturing teams.
• Experience coordinating with multiple stakeholders, including customers, production/manufacturing teams, designers, and logistics partners, while ensuring SLA adherence and timely issue resolution.
• Excellent communication, organizational, and problem-solving skills, with the ability to manage priorities, handle escalations, maintain accurate records, and support process improvement initiatives.

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

Visit our website to know more about the leader in Identity Technologies