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About the Role
We are looking for a Customer Service Advocate to join our dynamic team and help deliver an exceptional customer experience. This role is ideal for someone who thrives in a fast-paced environment, demonstrates leadership, and is passionate about continuous improvement.
Responsibilities
- Act as an escalation point for complex customer issues and support Sales activities.
- Manage customer expectations and ensure timely resolution of escalations.
- Partner with customers for onboarding & enablement support by assisting with ordering processes, portals, required forms, and first-order readiness.
- Coordinate with Product, Operations, and Finance to remove blockers (compliance docs, export questions, special shipping needs).
- Prepare and validate quotes, confirming product configurations, pricing and lead times.
- Follow up on approvals, and coordinate quote-to-order, order accuracy, backlog review, and proactive status updates to remove commercial blockers and improve customer experience.
- Create and maintain Customer Service processes and work instructions.
- Utilize knowledge of internal CRM systems and data analysis tools.
- Present to internal stakeholders.
Requirements
- Must be a self-starter who can lead with limited supervision, but will escalate to management when necessary.
- Must have a proven track record of achieving team goals and SLAs.
- Must 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 and be diligent in terms of active follow-up to resolve issues.
- Willingness to go above and beyond in support of both internal and external customers.
- Ability to work in a fast-paced environment and handle multiple priorities.
- Ability to effectively communicate in the English language verbally and in writing.
- Proficient in MS Office applications, such as Word, Excel, PowerPoint.
- Applicants must be currently and legally authorized to reside and work in the hiring country.
- HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
- International relocation or remote work arrangements outside of the hiring country will not be considered.
Skills
- Customer Service
- Leadership
- Continuous Improvement
- Oracle
- CRM systems
- Data analysis tools
- MS Office applications
- Salesforce
- Presentation skills
Location
- Galway, Ireland
Work Type
- Full-time
Experience Level
- Minimum of 2 years’ Customer Service experience, preferably in the high technology industry.
Benefits
- Competitive salary and rewards package.
- Competitive benefits and annual leave offering, allowing for work-life balance.
About the Company
- HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.
- HID is a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.
- Secure Issuance, part of HID Global, offers the world’s broadest and most sophisticated portfolio of card printers, laser engravers, encoders and software.
- For more than 25 years, organizations across a variety of industries have relied on HID Global Secure Issuance for the custom personalization and issuance of secure identity credentials and financial cards.
- HID Global is a global leader in secure card issuance innovation.
- HID technology is behind billions of interactions, in more than 100 countries.
- HID helps create a verified, trusted identity that can get people where they need to go.
- When you join HID, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions.
- You’ll have 63,000 colleagues in more than 70 different countries.
Equal Opportunity
- HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve.
- As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives.
- We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic.
- Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity.
- If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.