Customer Service Manager Data Services

Location: 

Princeton

Reports to: 

Director Customer Service and Training

Post date: 

07 January 2019

Position Summary: 

The primary objective of this position is to provide high quality Customer Service to GS1 Member Organisations on Data Services which have been and will be developed globally to facilitate the adoption of GS1 standards. This role takes ownership of customer enquiries, executes day-to-day Level 1 Customer Service and follows requests through to resolution creating a positive customer experience and facilitating the adoption of Data Services by Member Organisations. The role is also responsible for creating and maintaining Frequently Asked Questions and Knowledge Base Material. Enabling engagement with Member Organisations is key for this position.

This role works closely with Industry Engagement, GS1 Cloud, Data Quality, Legal, Solutions collaborate with third parties providing Level 2 and Level 3 assistance.

Responsibilities: 

  • Providing Level 1 assistance and advice to Member Organisations on all aspects of Data Services and Data Quality
  • Resolving enquires on business related topics, legal and marketing questions, user management and any other relevant areas
  • Communicating with Member Organisations by email and any other relevant channels
  • Performing the triage of the enquires, assessing and assigning priorities, and routing them to Level 2 third parties or experts when needed
  • Tracking enquires in the GS1 ticketing management system
  • Ensuring all the requests are properly managed and solved, overseeing the Level 2 and Level 3 third party troubleshooting and resolution
  • Reviewing customer feedback and taking action to improve the customer satisfaction
  • Preparing weekly and monthly reports on customer requests, resolution times, service level agreements, customer feedback
  • Participating in weekly and monthly review conference calls with third parties, to ensure that current issues are handled in a timely way and potential issues proactively prevented
  • Creating and updating Frequently Asked Questions and knowledge base material for Data Services and Data Quality in collaboration with GS1 Cloud team and third parties
  • Providing proactive input to development and training teams, to ensure recurrent issues are properly analyzed, the root cause identified, and reoccurrence avoided
  • Acting as a backup for other Customer Service team members for GS1 products and services
  • Participate in GS1 projects as a way to improve the customer experience, establishing customer service for new services, creating new material
  • Documenting the customer service workflows manual and manage on-going maintenance
  • Actively participate in GS1 events to present and promote customer service best practices, current projects, and to engage with Member Organisations customer service representatives
  • Facilitate engagement of the Customer Service Member Organisation community

Education/Experience: 

  • 3+ years experience in customer service, preferably in software factories
  • Bachelor’s degree
  • Experience working with globally distributed and diverse teams
  • Familiarity with technology and software development lifecycle
  • Knowledge of Agile principles and methodology

Skills required: 

  • Fluency in English, oral and written is mandatory
  • Exceptional customer focus
  • Ability to effectively communicate with highly-technical and non-technical persons seamlessly
  • High level 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 a multinational environment
  • Good presentation skills
  • Analytical skills
  • Team player with ability to work autonomously
  • Basic understanding of GS1 System and desire and 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.

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