Junior Customer Support Representative

Job Description

About this Job

NielsenIQ (NIQ) is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and uncovering new pathways to growth. By combining advanced analytics with comprehensive market measurement, NIQ empowers manufacturers and retailers to make informed business decisions, innovate with confidence, and stay ahead in an ever-evolving marketplace.

The Global Customer Support team plays a critical role in delivering exceptional service to NIQ Brandbank clients across multiple markets. Brandbank is an NIQ solution that helps manufacturers, brands, and retailers create, manage, and distribute digital product content, including descriptions, images, technical specifications, nutritional information, and other relevant attributes for e-commerce and omnichannel retail. Through a centralized platform, Brandbank collects, standardizes, and validates product information, then automatically distributes it to a broad network of retailers, marketplaces, and business partners. Its goal is to ensure that product information is accurate, consistent, and always up to date across all digital sales channels, improving the consumer shopping experience while increasing product visibility and online conversion rates.

You will join the NIQ Brandbank Customer Support team, a customer-facing function that serves as the primary point of contact for clients across global markets. As a Junior Customer Support Representative, you will serve as the first line of support for a global portfolio of NIQ Brandbank supplier clients. Working closely with Account Management, Operations, and Commercial teams, you will ensure exceptional service delivery while managing customer inquiries, operational requests, reporting activities, and service performance metrics. You will play a key role in achieving customer satisfaction targets and maintaining business KPIs related to quality, timeliness, and service coverage. You will also gain exposure to innovative data and digital product solutions, develop deep expertise in the FMCG and retail ecosystem, and make a direct impact on customer satisfaction and business growth through meaningful customer interactions and continuous process improvement!

Responsibilities

• Serve as the first point of contact for supplier clients, responding to customer inquiries through email, chat, and other digital communication channels within agreed Service Level Agreements

• Develop a comprehensive understanding of the NIQ Brandbank portfolio, including Product Library, Shopper Experience Platform, Retailer Requested Products, Integration Solutions, eCommerce Insights, Merchandising Exchange, Power BI, Salesforce, and other value-added services.

• Monitor customer usage of services against contracted allowances and provide guidance regarding available solutions and support options.

• Coordinate product deliveries in line with operational workflow capacity, ensuring timely and accurate service delivery.

• Support operational teams in resolving workflow-related issues while maintaining high service quality standards.

• Collaborate closely with Account Managers to ensure assigned customers receive a best-in-class service experience.

• Partner with Operations, Commercial, and cross-functional teams to identify opportunities for process improvements and service enhancements.

• Generate and maintain regular customer and business reports, including product status reports, supplier-level KPI performance, service utilization, and customer activity insights.

• Download, manage, and analyze data to support reporting requirements, operational efficiency, and business decision-making.

• Contribute to the achievement of customer satisfaction targets and key business metrics related to quality, timeliness, and service coverage.

• Support additional business initiatives and projects as required.

Working Hours

We are hiring for two fixed shifts:

• 07:00 to 15:00 (Mexico Time) – 2 openings

• 12:00 to 20:00 (Mexico Time) – 2 openings

Please note that these are permanent, non-rotating schedules. Candidates hired for a specific shift will remain on that shift and will not rotate between schedules.

#LI-Hybrid

Qualifications

• Bachelor’s degree

• Experience in Customer Support, Customer Success, Client Services, or a similar customer-facing role.

• Fluent English communication skills, both written and verbal.

• Experience working in a Business-to-Business (B2B) environment

• Demonstrated ability to perform against multiple KPIs, particularly customer satisfaction and service performance metrics.

• Strong organizational, prioritization, and time management skills.

• Excellent attention to detail and problem-solving capabilities.

• Proven ability to work collaboratively within diverse teams in a fast-paced environment.

• Excellent written and verbal communication skills.

• Proficiency in Microsoft Office applications, particularly Excel.

Preferred Qualifications

• Experience with data analysis, reporting, or business intelligence tools.

• Familiarity with Salesforce, Power BI, or similar CRM and reporting platforms.

• Exposure to FMCG, retail, e-commerce, product content management, or related industries.

• Experience supporting global customers in an international business environment.

Additional Information

Job ID: R26_0020172|MX

Our Benefits

• Flexible working environment

• Volunteer time off

• LinkedIn Learning

• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

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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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion