Client Service Executive

Job Description

Fixed Term Employment contract (maternity cover)

ABOUT THE ROLE

You will work as part of the Retail Services Team, providing a first class customer experience to our retailer base. Your time will be spent with your key customer contacts on a daily basis as well as interacting with key departments internally including Supplier Sales and the wider Business 

You will be expected to achieve a high level of Customer Satisfaction and contribute to the overall growth of your retail accounts by supporting your National Account Manager.

RESPONSIBILITIES

• Manage with full autonomy, our retailer’s requests related to specific products/services and all our core products and services via Live Chat, email, phone and/or face to face. 

• Being responsible for delivering first class service levels with contacts at all levels within your customer base, aiming to resolve all queries on the first occasion. 

• Building and maintaining strong, long-lasting customer relationships and develop a trusted advisor partnership with key customer stakeholders, across all relevant divisions and departments. 

• General Query resolution and ensuring that any significant issues are escalated internally through the appropriate channels in a timely manner as and when necessary. 

• Supporting retailer eCommerce launches & projects through range management, ensuring that products are live ready for launch. 

• Working with your retailers to create professional bespoke reporting services, and as necessary liaising with IT to arrange to have these automated 

• Setting up new users in Product Library platform and running through full service capabilities to ensure the new user knows its functionality. 

• Proactively calling customers where we identify an issue with their account, eg products due to go over SLA, special instructions not clear, images / data not to spec, facilitating invoice query resolution 

• Working closely with the National Account Manager to identify and achieve objectives (revenue or otherwise). 

REQUIREMENTS 

• Have proven account management & relationship building skills or other relevant experience.  

• Experience in delivering client-focused solutions based on customer needs. 

• Capable of hands on problem solving, and able to analyse processes to generate ideas and solutions 

• Be articulate and a confident communicator at all levels able to work independently or as part of a team. 

• Excellent written and spoken English  

• Be highly organised with good time management skills and a logical approach, able to prioritise their work load. 

• Manage multiple tasks simultaneously, delivering against set milestones and deadlines and working under pressure. 

• Enthusiastic, hardworking and adaptable, with good attention to detail. 

• Very good knowledge levels of Microsoft Excel, Word, and Outlook. 

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Additional Information

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.

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