Customer Advocate

Would you like to work within a fast-paced environment and are passionate about providing an exceptional customer experience? Then this is the role for you! HID Global is seeking a new team member to join our growing Customer Service team. You will be responsible for building and maintaining relationships with all the customers in your assigned region.

Physical Access Control Solutions (PACS):

HID PACS, located in multiple development locations across the world, is recognized as the global leader in the design, manufacture and supply of access control security technology. HID Global, the provider of trusted identities to the world's people, places and things. A leader in the commercial security industry, this established company designs and manufactures physical access control systems.

As our Customer Advocate, you’ll support HID’s success by:

• Building and maintaining an excellent relationship with customers both internal and external.
• Ensuring customer information is accurate in the CRM Salesforce.com
• Ensuring eBS Oracle is set with accurate defaults for your dedicated customer accounts
• Building your knowledge of HID products; attend training as required
• Dealing with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the Customer Care Team Leader/BU Champion/Regional Sales Manager/Pre-sales as appropriate
• Resolving pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate
• Coordinating with other departments to expedite / resolve customer orders, issues and concerns.
• Having the ability to learn complex systems & processes
• Logging all communication with customers on the CRM SF.com
• Being proactive – call the customers to inform them of any changes relating to their orders as advised by Production Control and/or CS Order Fulfilment Team Leader

What we will love about your background:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must have a passion to make customer satisfaction their highest priority
• Must be a self-starter who can work with limited supervision but who will escalate to management when necessary
• Must have the ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs
• Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed
• Must have the ability to clearly and effectively communicate with customers by telephone and in written communication
• Must have attention to detail skills and be diligent in terms of follow-up and completion to the satisfaction of our customers

Your Experience and Education include:

• Previous experience of working within a busy customer services department, helping to achieve excellent time management, efficient prioritization and delivering a superior customer experience; essential.
• Some experience in a technological environment would be an advantage. Must have a H.S. diploma
• A minimum of 3 to 5 years Customer Service experience; preferably in a high technology industry
• Preferred knowledge: Oracle, Sales Force, Agile
• Ability to type 55 words per minute

Why apply?

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

We make it easier for people to get where they want to go!

On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it. When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.