Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Thales is currently seeking an Order Management & Service Specialist to join the team in Austin, Texas as this role will require onsite presence.

This role is not for a Call Center expert.

As an Order Management & Service Specialist, you will ensure the most challenging / complex/ high revenue customer orders are processed in an efficient and timely manner, in compliance with company requirements, quality expectations, and help ensure an excellent customer transaction experience.

This role is managing the depth and breadth of a customer order; from creating, to delivery, to billing. This role supports global customers and teams.

Our Order Management & Service Specialists learn and maintain an in-depth knowledge of the Cloud Protection & Licensing (Security) products, both physical and cloud. With a keen eye for detail, follows procedures and matrices to determine pricing and discount levels based on the service level of the Distribution, Reseller or End User. As well as, ensuring trade compliance and denied party requirements are adhered to. On a typical day, you will book between 2 - 6 orders.

At times this position is required to create new workflows using Oracle, excel and other tools to book, reconcile usage and bill the customer ahead of automation with respect to our cloud products.

This role requires a detail-oriented problem-solver with exceptional communication skills; have the distinct ability to pick up software tools and contractual concepts easily.

This position is the face of Thales to the customer. Thus, our Order Management & Service Specialist communicates effectively, efficiently and professionally with our customers.

Key Responsibilities:

• Interpret complex contracts including customer purchase orders, in order to accurately book, manage and deliver orders according to requirements.

• Learn and follow new booking solutions developed by the leadership team for new deal opportunity with Sales and Product Management while challenging those things that delay or complicate deal closure due to not having a process available to match their request.

• Provides testing support for enhancements that increase effectiveness, efficiencies and customer satisfaction. Understand how to utilize and communicate results of testing to larger groups.

• Work with cross-functional teams and various systems to ensure compliance wrt pricing, discount approvals, exports and security.

• Trade compliance knowledge for dual use goods, denied party screening, etc.

• Cross functional knowledge of associated departments and their processes as it impacts the order process such as Supply Chain, Fulfillment, Configuration Management and Finance

• Mastery of data entry of processes ensuring integrity, accuracy and confidentiality.

• Manages and fulfills administrative requests coming in through multiple channels, i.e. Sales, SFDC, Oracle, and e-mail.

• Correspond with customers in a highly formal and professional manner.

• Investigates, coordinates and resolves order issues.

• Participates in team discussion to drive process improvement.

Required Skills and Experience:

• Professional demeanor at all times whether working with customers or colleagues at any level in the organization

• Competencies in ERP and CRM tools and applications such as SAP, Oracle, SFDC, License Manager, Jira, Confluence

• Proficient in Microsoft Office products including Word, Excel, and Outlook

• Articulate communicator both written and verbal

• Extreme attention to details and a creative problem solver

• Thrives in working in a fast paced environment, especially at the end of the quarter when the majority of orders come in and your role has you working overtime, including weekends and holidays

• Proactive work ethic, works extremely well with minimal coaching but, can be coached

• Prioritizes and manage time effectively

Preferred Skills and Experience:

• Bachelor’s degree or equivalent combination of work experience and coursework

• 3 years of experience in customer service or sales operations.

• 1-2 years high-tech industry (telecom, networking, security) experience with SaaS or subscription revenue model experience strong plus

#LI-Hybrid

This position will require successfully completing a post-offer background check. Qualified candidates with (a) criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.