Client Services Representative

Compensation: $60-65k plus up to 5% bonus capped at 150%

Job Summary

The Client Services Representative is responsible for the delivery of the highest level of quality Client service ensuring excellent communication and follow up both internally and externally on all day-to-day initiatives as well as customer projects.

Primary Responsibilities

• Act as a liaison between the client and the GD team to provide Tier 2 and Tier 3 client support
• Coordinate and prioritize all external/internal customer inquiries
• Gain in-depth understanding and extensive knowledge of GD business procedures and a working knowledge of customers business requirements
• Liaise with all other GD departments to ensure customers business requirements are met to their satisfaction and within service level agreements
• Maintain and update Action logs and facilitate weekly conference calls
• Coordinate customer launches for minor projects and initiatives including non-PMO
• Effectively manage customer relationships according to GD policies and procedures
• Attend meetings with internal and external customers and make recommendations to develop and implement new methods to enhance the efficiency of the specific clients process
• Ensure programming requirements are executed and entered into the Programming Request System (PRS) and communicated promptly to IT according to the GD process and procedures; responsible for all customer launches and including PRS related and regression testing
• Enter and update sales orders using SAP to customer contractual requirements
• Successfully resolve customer issues to the mutual satisfaction of both client and GD
• Work directly with the GD team to ensure customer products meet the internal requirements
• Communicate with the Finance department to ensure Client billing is accurate and invoiced in a timely manner
• Responsible for entry of Card Manufacturing requests
• Liaise with VISA and Mastercard for all Card Manufacturing order approvals
• Professionally and accurately manage Customer complaints in a courteous manner
• Provide Administrative Support as required
• Provide support to backup accounts Client Service Group including Administrative tasks
• Act as Subject Matter experts providing PMO with Support when required
• Assist in training of new staff
• Other duties as assigned by the Client Services Team Lead or Director
• Comply with GD Environmental Health & Safety policies procedures and report any Environmental Health & Safety hazards incidents and concerns to the immediate supervisor/manager. Management will ensure employees are provided with job specific Environmenta Health & Safety information training and also ensure employees follow workplace Health & Safety policies and procedures

Qualifications Experience and Educational Requirements

Work Experience:

• Minimum five (5) years experience in direct Customer Service client contact or an equivalent position in a manufacturing printing or financial environment

Skills and Competencies:

• Excellent command of English both written and verbal
• Above average organizational and coordination skills with the ability to multi-task with grace
• Proven interpersonal analytical and problem solving skills
• Proficient with MS Office suite
• Self-motivated team player with the ability to interact in a collaborative manner
• Ability to prevent unnecessary issues by proactively paying close attention to the details in all communication and documentation
• Ability to be unfailingly civil and respectful to your internal team players and external Clients
• Exposure to Project Management and Project Methodologies is preferred
• SAP knowledge is preferred
• Ability to communicate in French (written and oral) is a plus

Education:

• Completion of a college or university degree

Working Conditions

• Fast-paced environment
• Sitting at the computer for long periods of time
• Open Concept Office

Physical Requirements

• Lift up to 20 lbs

Additional Information

*This job description is not intended to be all-inclusive. The candidate hired will also perform other reasonable related business duties as assigned by the supervisor. The company reserves the right to revise or change job duties as needed. This job description does not constitute a written or implied contract of employment.

GieseckeDevrient ePayments Canada Inc. is an equal opportunity employer and values diversity in its workforce encouraging applications from all qualified individuals. Upon request by the applicant accommodation will be provided in all parts of the hiring process.

By applying to this position you are confirming you possess either a Canadian citizenship permanent resident status or a valid work permit.

Please note: Reference Checks and Credit Criminal Background Checks will be administered on suitably qualified candidates. Your application will be kept on file fo up to two years.

$$ Giesecke Devrient ePayments Canada Inc. is an equal opportunity employer and values diversity in its workforce encouraging applications from all qualified individuals. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you would like to contact us please contact Human Resources at

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Unclear Seniority