CLIENT SERVICE Executive

CLIENT SERVICE Executive

Brandbank team - Brussels office, Netherlands

ABOUT THIS JOB

Brandbank (a NielsenIQ company) is one of the world’s largest providers of trusted digital product content for eCommerce sites, mobile shopping apps and virtual merchandising applications. With 20 years of experience in eCommerce content, Brandbank maximizes the impact of online products for the FMCG retailers and manufacturers, while minimizing the cost and effort to retailers and suppliers. We create high-quality content that fuels eCommerce success for our customers while creating a rich online shopping experience.

The Client Service Executive will be responsible for a portfolio of supplier accounts with overall responsibility for service delivery across this portfolio. You will be responsible for achieving Quarterly Customer Satisfaction targets, as well as ensuring key business metrics around timeliness, quality, and coverage are maintained effectively.

RESPONSIBILITIES

• Delivering first-class service levels across your supplier portfolio; dealing with multiple stakeholders within your customer base to ensure they are getting full value from the Nielsen Brandbank service.
• Responding to queries, both internal and external, within agreed business SLAs; These will be across telephone and the Freshdesk channels including Email ticketing and Live Chat channels.
• Developing a comprehensive understanding of the core Nielsen Brandbank service, as well as any additional “value – add” services, to ensure you are able to service them effectively, track customer usage against allowance, and answer any queries that your customer base might raise.
• Providing support and training to your customer base to ensure they are working with Nielsen Brandbank in a mutually beneficial manner.
• Scheduling product deliveries around our workflow capacity, dealing with operational queries and generally supporting our operations team to ensure we deliver a good level of service in all instances.
• Building a rapport with your supplier base to support both revenue growth and customer satisfaction.
• Development Plans; creating customer specific objectives to improve service delivery and customer perception of the Nielsen Brandbank service.
• Identifying key stakeholders within your portfolio of supplier accounts, in order to increase engagement and generate revenue opportunities for the Account Management team.
• Identifying business improvement areas to support continual service improvement for your customer base, and

REQUIREMENTS

• Experience in a Customer Service role, ideally in a Business to Business environment
• Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction / Voice of the Customer measures
• Proven ability to develop customer engagement in a product and / or service
• Able to think critically and identify process improvement areas across multiple business functions
• Proven ability to work collaboratively as part of a diverse team, in a fast-paced environment
• Highly organized, driven, with good time management skills and a logical approach
• Able to prioritize workload, and excellent attention to detail
• General interest in FMCG and specifically the eCommerce industry
• Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively
• Professionally presented, articulate and a confident communicator at all levels
• Fluency in Dutch

WHAT WE CAN OFFER

• Work in dynamic environment with global companies from e-commerce sector
• Possibility to grow together with the Brandbank team & NielsenIQ structure
• Opportunity to have great impact on expansion of the business, including new territories
• Work in high diverse team, in relax & open atmosphere
• Benefits & flexible working hours, remote work options
• Opportunity to become part of a global internal team of GDSN experts and to expand role outside the Benelux region
• Gradually become independent, a decision maker
• Interaction with a variety of internal and external stakeholders including clients and service providers
• Learn about physical and virtual photography and the distribution of digital assets

#LI-HL1

About NielsenIQ

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.

Learn more at: www.niq.com

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Our commitment to Diversity, Equity, and Inclusion

NielsenIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/