Retail Service Executive

Job Description

Brandbank (a Nielsen 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’ 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.

You will report to the Head of Retail working as part of the Retail Services Team providing a first class customer experience to one of the biggest retailers in the Netherlands. Supporting the work of the wider Commercial Team by being the ‘day to day contact’ and delivering service excellence for your named retail customer. You will be responsible for developing and managing long-term relationships with assigned customers on a day-to-day basis and connecting with key business executives and stakeholders.

• Understanding the Brandbank service portfolio in detail and being able to effectively communicate this to retailers.

• Being the ‘First Contact’ service point for one of our premium client and owning the ‘First Contact Resolution’ (FCR) performance measure which aims to resolve all queries on the first occasion.

• Working within the customer systems and own the whole enrichment process from A to Z

• Working onsite with a client to create professional bespoke reporting services according to our corporate identity guidelines, and as necessary liaising with IT to arrange to have these automated. Utilisation of the advanced report facilities in our Intranet system to compile detailed reports and solution strategies.

• Responsible for delivering first class customer service levels, by developing and maintaining excellent relationships with contacts at all levels within your retail customer base.

• Responding to incoming queries, both internal and external ensuring a Win-Win outcome for Brandbank Nielsen and your retailer.

• Ensuring retailer is aware of the Scheduling options available to them and the number of products to be sent in for each service. In addition chasing where scheduled products haven’t turned up and ensuring that these are re-scheduled into the workflow.

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

• To work as part of a team in answering incoming phone calls within a targeted response time; if FCR is not possible then transferring calls or taking messages as necessary ensuring as much information as possible is gained from the customer and transferred to the relevant account manager.

• Maintenance of the accuracy of data in the CRM system; thus ensuring excellent customer base knowledge.

• Working closely with the National Account Manager to achieve account objectives.

Weoffer you a valuable first or second working experience, allowing you to learn the processes within a company, to network within the FMCG sector and to provide solutions for e-commerce purposes. Having experience at Nielsen Brandbank is a perfect start if you are pursuing a career in the FMCG and/or ecommerce.

• Training & development: After your onboarding, you will have an extensive training-on-the-job program. We also have trainings about our organization to help you to get on track. Do you want more? You can apply for trainings for your personal development.

• Variety: you’ll work in an international organization, with colleagues from all over the world. There is never a dull moment in our office.

• Culture: We are an open and informal organization. Our Nielsen Values are to be Open, Connected, Personal and Useful. Our people are our greatest asset, and we look for like-minded, positive, and awesome people to join our team. We like to work hard, play hard, and bring the best of ourselves to our colleagues and our work every day.

• Bachelor in Business Administration or relevant

• Good command of the (Excel) Microsoft & Google Suite

• Affinity for e-business & e-commerce or the FMCG sector

• Ambitious and willing to create relationships

• Organized and able to apply good time management

• Fluent in Dutch

• Business English

• Knowledge in market research and FMCG is a plus

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