Customer Operations Specialist

IDEMIA; Chantilly (VA); On-site; USD 75,000 - 95,000; Full time

Job summary

IDEMIA seeks a Customer Operations Specialist – Service Center in Chantilly, VA to act as the main liaison between the CRE and the Service Center. The role oversees service center operations, inventory processes, SLA tracking, and customer-driven implementations while ensuring efficiency and quality.

Collaboration with internal teams and customers is essential to drive timely requests to completion. Responsibilities include coordinating requests, managing inventory, monitoring SLAs, handling

Qualifications

• Experience in service center operations and handling customer requests.
• Ability to communicate effectively with internal teams and customers.
• Knowledge of inventory management, production coordination and SLA monitoring.

Responsibilities

• Coordinate and execute customer requests as the primary liaison between CRE and Service Center.
• Oversee service center operations and manage inventory transactions.
• Track daily, weekly and monthly SLAs for service center tasks.
• Support date change management and manual overrides for urgent requests.
• Generate and send manual BAU reports to clients; ensure process compliance.
• Validate test Work Orders before implementation to ensure correct execution.

Skills

Service center operations

Customer request handling

Communication & collaboration

Multi-tasking & prioritization

Problem solving & attention to detail

Education

Graduate or equivalent academic experience

Tools

JIRA

Salesforce

D365

Job description

The Customer Operations Specialist – Service Center serves as the primary point of contact between the CRE and the Service Center, ensuring seamless coordination and execution of customer requests. This role is responsible for overseeing service center operations, managing inventory processes, ensuring SLA compliance, and facilitating customer‑driven implementations while maintaining operational efficiency and quality standards.

Key Missions

• Customer Request Coordination & Service Execution
  • Act as the primary liaison between the CRE and the Service Center to ensure timely and accurate execution of customer requests.
• Service Center Operations & Inventory Management
  • Manage inventory transactions, including creating new card and paper items in the system.
• Production & SLA Monitoring
  • Track and monitor daily, weekly, and monthly SLAs for service center tasks.
• Support date change management and facilitate manual overrides (CAMs) to address urgent customer requests.
• Reporting & Process Compliance
  • Generate and send manual BAU reports to clients (non-Compass reports).
• Testing, Qualification & Implementation
  • Validate and ensure test Work Orders (WOs) have been executed correctly before implementation.

Profile & Other Information

• Skills & Qualifications
  • Graduate or equivalent academic experience.
  • Strong knowledge of service center operations and customer request handling.
  • Experience in inventory management, production coordination and SLA monitoring.
  • Ability to communicate effectively with internal teams and customers to drive request implementation.
  • Strong problem‑solving skills and attention to detail in handling customer‑driven changes.
  • Ability to manage multiple tasks and prioritize customer‑impacting requests.
  • Experience on JIRA, Salesforce, D365 or similar tools.