The Global Language of Business

Customer Service Assistant Manager

Job type: Employee
Time type: Full-time
Location: Ewing (New Jersey) (Hybrid)
Post date: 25 April 2022

Position Summary:

The primary objective of this position is to provide proactive and reactive high-quality service to GS1 Member Organisations (MOs) on GS1 standards, services and solutions.
The role is also responsible for assisting customers in countries with no GS1 MO presence.
Furthermore, we require skills to develop analytics and reporting as these are vital components of this position and the creation and maintenance of our FAQs and Knowledge Base material. 

This role works closely with the GS1 Global Office Subject Matter Experts (SMEs), Community Engagement, Data Services,  Product Management and Finance teams and collaborates with all our third parties that provide technical customer support. 
 

Responsibilities:

Customer Service to GS1 MOs
•    Provides first-level assistance and advice to Member Organisations on GS1 Standards, Services and Solutions
•    Assigns priorities, troubleshoots and resolves inquiries on business and technical topics, legal and marketing questions, user management and any other relevant areas 
•    Works with Level 2 team or Global Office Subject Matter Experts and makes sure all inquiries are resolved within the established SLAs
•    Proactively outreaches to MOs via multiple channels for strategic initiatives to facilitate their engagement
•    Understands how customers are using GS1 products and services and proactively engages with them
•    Participates in weekly and monthly review conference calls to ensure that current issues are handled in a timely way and potential problems prevented
•    Provides proactive input to internal teams to ensure recurrent issues are correctly analysed and the root cause identified.
•    Reviews customer feedback and takes action to improve the customer satisfaction

 

Customer Service in countries with no GS1 MO
•    Assists customers in countries where there is no GS1 MO, specifically with the "Global Company Prefix allocation" and the "GO Activate service" tools. 
•    Acts as a Business Owner of the abovementioned tools

 

FAQs and Knowledge Base
•    Creates and updates Frequently Asked Questions and KB material in collaboration with GS1 SMEs 
•    Handles the annual FAQs review process 


Customer Service Analytics and Reporting
•    Prepares and distributes weekly and monthly reports, specifically on customer requests, resolution times, service level agreements and customer feedback.
•    Designs and develops new customer service analytics and reports as needed

 

Projects and events
•    Participates in GS1 projects as a customer service representative for new products or services and seeks opportunities to improve the customer experience 
•    Acts as a backup for other Customer Service team members
•    Coordinates and facilitates workshops, conference calls, virtual and face-to-face meetings with GS1 Global Office and Member Organisation participants
•    Actively participates in GS1 events to present and promote customer service best practices and current projects by preparing and delivering customer service sessions in collaboration with the customer service team.  

Education/Experience:

•    3+ years experience in customer service in technical services
•    Bachelor’s degree 
•    Experience working with globally distributed and diverse teams
•    Familiarity with technology and software development lifecycle
•    Agile framework knowledge is good to have
•    Customer service systems 
•    Customer service analytics 
 

Skills required:

•    Fluency in English, oral and written, is mandatory 
•    Exceptional customer focus
•    Collaborative and trustful attitude
•    Ability to effectively communicate with highly technical and non-technical persons seamlessly
•    A high level of written and verbal communication skills
•    Ability to build and maintain positive working relationships, internally at Global Office and externally with Member Organisations and third parties, in an international and multi-cultural environment
•    Good presentation skills
•    Analytical skills
•    Team player with the ability to work autonomously and independently
•    Proactive and flexible mindset
•    Willingness to build and constantly develop expertise 
 

How to apply:

Send your application with CV to:

  • Blue Tower, Avenue Louise 326, bte 10
  • B-1050 Brussels, Belgium 
  • Tel: + 32 2 788 78 00 
  • E-mail: jobs@gs1.org 

Responses will be treated quickly and with strict confidentiality.