Customer Experience Executive

Location: Maynila, Philippines

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In the Philippines, Thales has been a trusted partner for over 20 years, supporting key customers across civil aviation, defence, and digital identity and security sectors. From banking and telecommunications to government services, Thales continues to provide solutions in technological advancements that bolster national security and enhance local defence capabilities.

Customer Experience Executive

Job Description Summary

• Act as main interface with Customers, Account Managers and Technical Consultants during customer’s purchase order treatment.
• Coordinate Customers’ executables for Sales Order production (artwork validation, specific payment conditions, input files…)
• Fully responsible for order management once PO is in; validate customers’ Purchase Orders, validate customer’s Purchase Order within 48 hours from its date of receipt; translate customers’ Purchase Orders in Gemalto order entry systems to allow treatment by Planning dept and
• Plan the Sales Orders shipment date with the Manufacturing site as per Customer’s requested delivery date and follow up the Sales Orders until their shipment and invoicing, in a proactive mode.
• Ensure that Customers’ Purchase Orders are entered into the backlog, in an accurate and timely matter
• Follow Risk Order procedure when necessary
• Responsible for updating the ERP order entry with any change linked to current Sales Orders to ensure backlog report accuracy
• Inform Sales Operations on the receipt of non-forecasted Customers’ PO
• Send the agreed reports to Customers
• In charge of Customers’ complaints registration and follow up, attend some Customers’ meetings, assist Customers when visiting Gemalto facilities
• Is responsible for managing Return of Material as per Gemalto Customer’s complaint management process

Qualifications

• Ideally possesses knowledge of Oracle ERP
• Preferably has experience in a manufacturing business environment
• Must be proficient in Microsoft applications, including Excel and Outlook
• Graduate of any four-year degree program, with a preference for Engineering, Accounting, or Finance-related fields
• Must have a minimum of three years’ experience in the customer service industry

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.