Customer Service Representative II

An Amazing Career Opportunity for a Customer Support Agent II!! 

Location: Austin, Texas

Job ID: 44559

HID Global is seeking a customer-focused professional to join our growing Customer Service team. This role supports customers throughout the full order lifecycle while partnering closely with Regional Sales Managers, Inside Sales, and Order Management to deliver an exceptional customer experience. The Customer Service Representative builds and maintains strong relationships within an assigned region and serves as a primary point of contact for order-related inquiries. Success in this role requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced environment.

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

 
Physical Access Control Solutions (PACS):

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. 

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.  

Are you ready to make a difference? Join us and help shape the future of security. 

As our Customer Service Representative II, you’ll support HID’s success by: 

• Serving as a primary point of contact for customer inquiries via phone and email using Salesforce CRM.
• Maintaining accurate and up-to-date customer data within Salesforce and Oracle (eBS).
• Documenting all customer interactions and activities within Salesforce CRM.
• Proactively communicating order updates or changes to customers as directed by Production Control and/or the CS Order Fulfillment Manager.
• Escalating complex or persistent issues to appropriate stakeholders, including Customer Care leadership, Regional Sales Managers, BU Champions, or Pre-Sales teams.
• Building and sustaining strong working relationships with internal and external customers.
• Ensuring Oracle (eBS) systems are configured with accurate defaults for assigned customer accounts.
• Resolving pre-booking issues in collaboration with customers and internal partners.
• Managing escalated customer issues from Customer Service peers.
• Supporting onboarding and providing guidance to newer team members.
• Addressing internal order holds as needed.
• Completing mandatory product and systems training to expand knowledge of HID solutions.
• Independently handling more complex and specialized customer service tasks.

Your Experience and Background include:  

• High School diploma or equivalent.
• Minimum of 3+ years of customer service experience in a call center or high-volume service environment.
• Demonstrated commitment to delivering excellent customer satisfaction.
• Strong verbal and written communication skills in English.
• Ability to manage multiple priorities with accuracy while meeting SLAs and team goals.
• Strong attention to detail and follow-through.
• Self-motivated with the ability to work independently while knowing when to escalate issues.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Experience working in a technology-focused or manufacturing environment is preferred.
• Prior experience using Salesforce CRM is preferred.
• Working knowledge of Oracle (eBS) is preferred.
• Ability to communicate in additional languages is preferred.
• Experience reading and interpreting technical documentation or specifications is preferred.

What we can offer you:

• Competitive salary and rewards package

• Competitive benefits and annual leave offering, allowing for work-life balance

• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

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.

Please be aware that our recruitment process may include the use of AI-powered tools to assist in screening applicant resumes. These tools help us efficiently identify candidates whose qualifications and skills align with the job description. We use AI in a responsible manner and in accordance with applicable data privacy laws and regulations. Importantly, all applicants are reviewed by our Talent Acquisition team. AI is used to support, not replace, human judgment in the evaluation process.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, 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. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal