Customer Operations Specialist

IDEMIA Group; Chantilly (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

IDEMIA Group is seeking a Customer Operations Specialist to serve as the main point of contact between the CRE and the Service Center. This role involves managing service center operations, overseeing inventory processes, ensuring SLA compliance, and facilitating customer-driven implementations while maintaining operational efficiency.

The ideal candidate should have strong knowledge of service center operations, effective communication skills, and experience with tools such as JIRA and Salesforce.

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.

Responsibilities

• Coordinate customer requests and ensure execution.
• Manage inventory transactions and oversee service center operations.
• Track SLAs for service center tasks.
• Support date change management.
• Generate and send manual BAU reports to clients.
• Validate test Work Orders before implementation.

Skills

Service center operations knowledge

Inventory management

Production coordination

SLA monitoring

Effective communication

Problem-solving skills

Attention to detail

JIRA experience

Salesforce experience

D365 experience

Education

Graduate or equivalent academic experience

Job description

Purpose

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.