Customer Support

Customer Support

The Customer Support Executive acts as the first line of support for a large pool of NIQ Brandbank supplier clients, working collaboratively within the team to ensure high-quality service delivery. The role is responsible for achieving quarterly Customer Satisfaction targets and maintaining key business metrics around timeliness, quality, and coverage.

Responding to queries, both internal and external, within agreed business SLAs. These will be across telephone, email or online communication channels.

Developing a comprehensive understanding of the core NIQ Brandbank service, as well as any additional "value–add" services, to ensure you can service them effectively, track customer usage against allowance, and answer any queries that your customer base might raise. This includes but is not limited to; Product Library, Business Operational Processes, Retailer Requested Products, Integration Solutions, eCommerce Insights, Merchandising Exchange.

Scheduling product deliveries around our workflow capacity, dealing with operational queries, and supporting our operations team to ensure we deliver a satisfactory level of service in all instances.

Working with the Account Managers team to ensure our portfolio of the accounts is receiving a first–class level of service from NIQ Brandbank. This can include working with other business functions, and the wider Commercial team, to implement general process improvements where appropriate.

Regular reporting according to customer & business needs. This includes but is not limited to; product status reports, performance against business metrics at supplier level, usage of our service over a period of time.

Qualifications

Fluent English language

Experience in a Customer Support role, ideally in a Business-to-Business environment

Demonstrable ability to perform against multiple business KPI’s, particularly inclusive of Customer Satisfaction / Voice of the Customer measures

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 is a plus

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

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.

For more information, visit NIQ.com

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact.