Customer Liaison

Location: Pennsylvania, United States of America

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.

Position Summary

Pennsylvania, USA (Remote)

Thales is looking for a Customer Liaison is responsible for managing the technical management and optimization of the order-to-invoice (O2I) process, with a focus on supply chain coordination, ERP system management, and process optimization.

This role ensures on-time delivery (OTD) of products and services through leveraging ERP functionalities and minimizing operations operational risks and driving efficiency improvements across the business line.

Regulatory Compliance Requirement

Must be a U.S. Person able to obtain post-hire Moderate Risk Public Trust clearance from the U.S. State Department.

Key Areas of Responsibility

• Act as a primary liaison between Sales, Demand Planning, Project Management, Manufacturing, and Quality teams to coordinate end to end order execution.

• Utilize Oracle ERP for the technical execution of order creation, tracking, and invoicing, ensuring 98%+ on-time fulfillment through system proficiency and data accuracy.

• Collaborate with personalization sites to manage customized order requirements and system integration.

• Align production schedules with customer demand using ERP data and proactively advocate on behalf of the customer to resolve supply chain constraints.

• Oversee intercompany logistics (Interco), ensuring optimized shipping strategies for cost efficiency and on time delivery.

• Engage and participate in Demand Plan cycles, utilizing ERP reporting and analytics to minimize order delays and avoid excess stock situations.

• Ensure ERP system data accuracy, minimizing invoice discrepancies through automated validation processes.

• Support contractual Service Level Agreements (SLAs) by tracking key performance indicators (KPIs) such as Order Accuracy and On-Time Invoicing, leveraging ERP reporting tools.

• Maintain a minimum 94% audit compliance score across all quarterly evaluations, demonstrating adherence to system protocols and data management best practices.

• Report and escalate quality issues to internal teams on behalf of the customer, utilizing the ERP system to ensure prompt corrective action implementation and tracking.

• Utilize Oracle ERP to streamline invoicing, order tracking, and customer communication of order status and related information.

• Recommend technical solutions and system modifications to reduce manual processes and enhance order processing efficiency.

Minimum Qualifications

• Bachelor’s degree in business or related field with 2 years of relative work experience.

• Strong technical background in O2I process automation, order fulfillment workflows, and logistics management systems.

• ERP Systems: Proficiency in Oracle (preferred), SAP, or equivalent order management platforms, including data management.

• Problem-Solving Mindset: Ability to identify process inefficiencies and implement technical solutions proactively.

• Cross-Functional Communication: Experience collaborating across Sales, Logistics, and Quality teams in a global, multicultural environment, utilizing communication tools and ERP collaboration features.

• Organizational Skills: Ability to manage and prioritize tasks within the ERP system while adapting to daily departmental needs.

• Teamwork: Experience working with internal and external customers, utilizing clear professional communication

• Remote Work: Ability to effectively utilize remote communication and ERP access tools while reporting to a remote manager.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

Travel: Periodic travel may be required domestically and internationally, within the America’s. Face to Face meetings and team building opportunities may also require onsite participate and travel to attend.

Customer Location Base