Customer Service Associate

Acts as the liaison between the clients commercials and various operational teams. This role advises suggests and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters without sales activities as well as builds operational trust in the data and its quality. This role is a clientfacing role.

Accountabilities:

Ensure regular execution of the BAU deliverables maintenance and delivery to clients

Communicate to client in case of BAU delivery encounters: delay (limited scope) rework as well as align with CS on prioritization

Coordinate with BAU on postproduction and predelivery checks for clients

Act upon the incident management process according to the formalized process and RACI

Responsible for quality assurance & resolution of operational escalations working with Customer Support (which is Accountable / SPOC for client) & Data Operations

Attend contribute to and coordinate with Data Ops regular operations & quality reviews and escalationrelated facetoface meetings with client in alignment with Customer Support

Attend and contribute to internal meetings eg. regular CHT QEM incl. clarification of root causes etc. and escalations/wellnessrelated incl. improvement plans preparation

Accountable for delivery of operational projects incl. Product Enhancements and any major global operational changes incl. communication discussing technical questions around process technical possibilities recommend effective solutions define delivery targets and communicate progress risk status reporting etc.

Drive design of operational solutions with the internal and external clients incl. identifying clients needs and translating them into technical specifications in consideration of technical capabilities and limitations

o Incl. Introduce / suggest the client proactively new improvements / new solutions in their databases that results in driving revenue and enabling simpler more enduring and costefficient database production for NIQ

Prepare and communicate impact analysis on syndicated data at country or category level

Capture and share lessons learned related to solved issues

Identify gaps and areas for improvement in the process

Contribute to resolving elements of regional & global clients queries via collaboration with other countries

Accountable for E2E timely and accurate resolution of operational client requests and issues incl. direct client communication for:

o Database Services (structural changes / change requests new deliverables setup) incl. Feasibility studies

o Product Coding

o Data Quality Issues excl. Coverage & Unusual Trends

Support in resolution of other operational client queries with communication back to Customer Support team for:

o Data and Methodology Questions

o Unusual Trends & Coverage (part of Data Quality Issues)

Triage tickets and cooperate closely with various operations departments to resolve client queries through an efficient workflow being the only gate way for Commercial teams to Data Ops departments

Responsible for ensuring SLA & service standards for query types Operations Client Partner is responsible for

Operational client requests and issues resolution include among others also DDM

Use available operational tools to perform all necessary verifications and investigations:

o Epics OGRDS Brandbank product library eClipse NRSP eForte Discover CSO/MSDynamics

Details regarding each query type scope of activities:

Database services (new & change requests) incl. Feasibility studies

Deliver solutions to clients with high quality and in a timely manner incl.:

o Encourage clients to use selfserve

o Ensure minimum level of information and validity of the request

o Understand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)

o Coordinate feasibility studies on possibilities timing & cost (eg. liaising with Data Ops)

o Define solutions

o Connect with AD team on the pricing for billable option (negotiation is AD responsibility!)

o Convert the clients needs of any complexity into internal Work Orders (COFs)

o Provide target date

o Coordinate/monitor the execution internally until final delivery

Communicate directly with client attend any calls/meetings with Client when required in alignment with Customer Support

Provide support if required to confirm which datasets can be available in Configuration Manager (when Configuration Manager is live)

Product Coding

Deliver solutions to clients with high quality and in a timely manner incl.:

o Encourage clients to use selfserve

o Ensure minimum level of information and validity of the request

o Understand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)

o Perform investigation and/or coordinate with Data Ops if required

Facilitate with Data Ops NPP pics from clients to code

Generate and distribute to client New Production Listing

When a coding error has been identified follow the Data Quality Issues path

o Define solution

o Connect with AD team on the pricing for billable option (negotiation is AD responsibility!)

o Convert the clients needs of any complexity into internal Work Orders (COFs) and/or according to available coding guidelines & processes

o Provide target date

o Coordinate/monitor the execution internally until final delivery

Communicate directly with client attend any calls/meetings with Client when required in alignment with Customer Support

Provide support if required to confirm which datasets can be available in Configuration Manager (when Configuration Manager is live)

Data Quality Issues excl. Coverage & Unusual Trends

Own resolution of a quality issue incl.:

o Encourage clients to use selfserve

o Ensure minimum level of information and validity of the request

o Understand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)

o Perform diagnostic and/or coordination with Data Ops if required

o Define solution when correction needed

o Provide target date as well as information to Customer Support about all datasets impacted

o Coordinate/monitor the execution internally until final delivery

Communicate directly with client attend any calls/meetings with Client when required in alignment with Customer Support

Data & Methodology Questions as well as Coverage & Unusual Trends (part of Data Quality Issues)

Resolve methodology information or unusual trends query which cannot be answered in the first place via selfserve or by Customer Support incl.:

o Perform diagnostic and/or coordination with Data Ops if required

o Define resolution

Communicate back to Customer Support

Review process documentation or operations Knowledge Articles ensuring that they are updated or created by Knowledge experts if needed

Work experience:

Minimum work experience in client facing roles to be able to understand client requirements and execute relevant actions towards clients:

o >2 Associate Operations Client Partner

o 23 Operations Client Partner

o >4 Senior Operations Client Partner

Education:

Higher education or equivalent experience

Requirements:

Combination of operational skills and client orientation demonstrates willingness to understand operational endtoend processes and able to translate business expectations into technical specifications

Strong technical understanding of the operations production platforms and capabilities to secure the necessary translation of client requirements into a technical specification

Good understanding of the local FMCG industry

Good relationship management skills to effectively liaise with commercial clients and various operational teams

Welldeveloped analytical skills and very good attention to details

Proactive attitude in recommending suitable solutions demonstrates a CanDo & resultsoriented attitude

Independent in executing tasks driving progress and working out solutions

Ability to work effectively in a team to achieve goals together

Problem solving skills

Time management skills

Strong communication both verbal and written easiness in presenting complex operational topics in a simple way

Good Excel knowledge is a must

Remote Work :

No

Employment Type :

Fulltime