Customer Service Representative (HID-5748)

HID Global
Galway Europe, Middle East and AfricaIrelandGalway

Customer Care Representative (HID-5748)



Location: Galway



You will be responsible for building and maintaining relationships with all of the customers in your assigned region.  You will work with and support the Regional and Area Sales Managers, Pre-sales and Inside Sales teams within the region. Additionally you will extend the exacting level of support to regions outside of your assignment to ensure service levels are optimized at all times.


Duties and Responsibilities include the following. Other duties may be assigned.

  • Build and maintain an excellent relationship with customers
  • Ensure customer information is accurate in the CRM
  • Ensure eBS Oracle is set with accurate defaults for your dedicated customer accounts
  • Build your knowledge of HID products; attend training as required
  • Deal with customer queries by phone and email via case management, escalating any persisting challenges to the Customer Care Team Leader/BU Champion/Regional Sales Manager/Pre-sales as appropriate
  • Resolve pre-booking holds (issues preventing the booking of orders); escalating any persisting challenges to the Customer Care Team Leader/BU champion/ Regional Sales Manager/ Pre-sales as appropriate
  • Log all communication with customers on the CRM
  • Be 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


Market Knowledge

  • Customer Service experience essential.



  • 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.



Education and/or Experience          

  • 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.


Language Skills                   

  • Ability to effectively communicate in the English language verbally and in writing.
  • Ability to communicate effectively and confidently in English and one other language, ideally the dominant language in the region you are representing
  • Ability to read and interpret technical journals, specifications, international technical standards, etc.             


Computer Skills     

  • Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
  • Familiar with operating systems, such as Windows, etc.
  • Previous experience of using the Oracle system would be a distinct advantage;
  • Knowledge of using a CRM system would be beneficial.


Work Environment

  • Employee works primarily in an office environment, with in a well ventilated area, and is exposed to moderate noise levels.


Work Requirements

  • Must be legally eligible to work in Ireland;
  • May be required to attend trade shows, as directed by Customer Services Management;
  • Travel may be required outside of Ireland, so the applicant must have, or be able to obtain, a valid passport with no restrictions.




Final Application Date: 20th December 2019


*No 3rd party agency engagement required for this role*

HID Global is an equal opportunities employer 


HID Global powers the trusted identities of the world's people, places and things. We make it possible for people to transact safely, work productively and travel freely. Our trusted identity solutions give people secure and convenient access to physical and digital places and connect things that can be accurately identified, verified and tracked digitally. Headquartered in Austin, Texas, HID Global has over 3,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand.