Customer Service Representative

An Amazing Career Opportunity for a Customer Service Associate!! 

Location: Cypress, California

Job ID: 51259

The Customer Service Associate is responsible for supporting daily customer service activities, enhancing customer service operations through data analysis, reporting, and cross-functional coordination. This role serves as a key partner to Customers, Sales, Operations, Planning, and Logistics teams to improve efficiency, strengthen customer satisfaction, and support continuous improvement initiatives.

The ideal candidate possesses strong analytical skills, detail oriented, proactive mindset, with a strong customer service mindset and the ability to translate data and insights into meaningful operational improvements. This individual thrives in a collaborated environment, effectively manages priorities, and takes initiative to identify opportunities, solve problems, and drive results. 

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 Associate, you’ll support HID’s success by: 

• Supporting daily customer service activities, including order management, customer inquiries, and issue resolution.
• Responding to customer needs in a timely, profession, and solutions-oriented manner.
• Assisting with escalated customer concerns and coordinating resolution across internal teams.
• Monitoring order flow and proactively identifying risks that may impact customer commitments.
• Partnering with Sales. Operations, Planning, and Logistics to communication updates and resolve service-related issues.
• Maintaining accurate and timely customer and order information within all applicable systems and tools
• Developing, maintaining, and analyzing reports and dashboards related to customer service performance.
• Monitoring key performance indicators (KPIs), including order backlog, on-time delivery, order accuracy, response times, and customer satisfaction metrics.
• Analyzing data to identify trends, recurring issue, root causes and opportunities for improvement.
• Translating data and reporting into actionable insights and recommendations for internal stakeholders.
• Supporting regular performance reviews and reporting to help teams understand results and identify areas of focus.
• Ensuring reports and dashboards are accurate, timely and aligned with business needs.
• Maintaining and updating customer service processes and documentation to support consistency and operational effectiveness.
• Monitoring process performance and identifying opportunities to stream line workflows, improve service levels and reduce inefficiencies.
• Supporting continuous improvement initiatives focused on service excellence, customer satisfaction, and operational effectiveness.
• Serving as a liaison between Customer Service and key internal departments, ensuring effective communication and alignment.
• Supporting continuous improvement initiatives focused on service excellence and operational effectiveness.
• Supporting implementation of system enhancements, process changes, and operational projects.
• Coordinating special projects, establishing timelines, tracking action items, and ensuring timely follow-up with stakeholders.
• Contributing to a culture of accountability, collaboration, and continuous improvement.

Your Experience and Background include:  

• 4+ years of experience in Customer Service, Operations, Order Management, Business Analysis, or related functions.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Experience working with ERP systems.
• Excellent organizational, communication, and coordination skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Bachelor's degree in Business Administration, Supply Chain, Operations, Analytics, or related field, or equivalent experience is preferred.
• Experience with Oracle ERP or similar enterprise systems is preferred.
• Experience with Power BI or other business intelligence tools is preferred.
• Knowledge of process improvement methodologies is preferred.
• Experience supporting cross-functional operational projects 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. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes. 
• 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.

The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID, it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case.

The base salary for CA is $75,000 to $90,000.

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.

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

At times, HID may use AI-assisted technology to help our Talent Acquisition team review applications by identifying job-related qualifications, skills, and experience in résumés and comparing them with the requirements of the role. The technology supports recruiter review but does not make hiring decisions. A member of our Talent Acquisition team reviews each application before any selection decision is made. Information processed by the tool is deleted once the recruiter's review is complete.

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