Service Center Ops Specialist: Customer SLAs

IDEMIA; Chantilly (VA); On-site; USD 55,000 - 85,000; Full time

Job summary

IDEMIA Secure Transactions (IDEMIA Group) seeks a Customer Operations Specialist for the Chantilly site. You will coordinate customer requests, manage service center operations, and monitor SLAs while ensuring data accuracy and process compliance across internal teams and clients.

The role emphasizes cross-functional collaboration, inventory control, and timely implementation of customer-driven changes, with exposure to JIRA, Salesforce, and D365. On-site position in Chantilly, VA.

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.
• Strong problem-solving skills and attention to detail in handling changes.
• Ability to manage multiple tasks and prioritize customer-impacting requests.
• Experience on JIRA, Salesforce, D365 or similar tools.

Responsibilities

• Coordinate customer requests and ensure timely service execution.
• Oversee service center operations and inventory management.
• Monitor daily, weekly, and monthly SLAs and manage date changes / CAMs.
• Generate and send manual BAU reports to clients (non-Compass reports).
• Validate and ensure test Work Orders (WOs) have been executed correctly before implementation.

Skills

Customer request handling

Inventory management

SLA monitoring

Communication

Problem-solving

Multi-tasking

Education

Graduate or equivalent

Tools

JIRA

Salesforce

D365

Job description

IDEMIA Secure Transactions (IDEMIA Group) seeks a Customer Operations Specialist for the Chantilly site. You will coordinate customer requests, manage service center operations, and monitor SLAs while ensuring data accuracy and process compliance across internal teams and clients.

The role emphasizes cross-functional collaboration, inventory control, and timely implementation of customer-driven changes, with exposure to JIRA, Salesforce, and D365. On-site position in Chantilly, VA.