Position Summary:
The primary objective of the Customer Service Manager is to provide proactive and reactive high-quality service to GS1 Member Organisations on GS1 standards, services and solutions, with a primary focus on GS1 Services, Registries and Components.
A key pillar of this position is driving analytics and reporting for the Customer Service department. This includes the maintenance and optimisation of Power BI dashboards, setup and review of analytics workflows, and continuous improvement efforts. These outputs directly inform customer service strategy by enabling data-driven decisions supported by analytics and AI insights.
Building and cultivating relationships is essential, particularly with GS1 Global Office Subject Matter Experts, the Registries teams, GS1 Member Organisation Customer Service representatives and third-party support partners. Additional responsibilities include curating and expanding internal knowledge resources, such as FAQs and Knowledge Base content, actively participating in AI-powered projects to improve customer service operations, and creating engaging materials for customer service webinars, sessions and presentations.
Responsibilities:
Customer Service to GS1 MOs
1. Provide high-quality and fast assistance and advice to Member Organisations on GS1 Standards, Services and Solutions by email and scheduled phone calls, with a primary focus on Services, GS1 Registries and Components
2. Assign priorities, troubleshoot and resolve inquiries on business and technical topics and make sure all inquiries are resolved within the established Service Level Agreements
3. Work in close collaboration with the GS1 Global Office customer service team, the offshore extended team and GS1 Subject Matter Experts
4. Proactively outreach to GS1 Member Organisations via multiple channels for strategic initiatives to facilitate their engagement
5. Understand how GS1 Member Organisations use GS1 services and proactively engage with them
6. Participate in weekly and monthly review video calls to ensure that current issues are handled in a timely way and potential problems are prevented
7. Provide proactive input to internal teams to ensure recurrent issues are correctly analysed and the root cause identified
8. Review customer feedback and take action to fulfil the customer's needs
Customer Service Analytics and Reporting
9. Prepare and distribute weekly and monthly reports that include customer request numbers, resolution times, service level agreements and customer feedback
10. Set up and improve reporting processes so the team can act faster and smarter: identify trends, recurrent issues and propose proactive solutions
11. Organise meetings with Global Office Subject Matter Experts to review the reports, trends, recurrent issues and improvement opportunities
12. Maintain and improve easy-to-use dashboards in Power BI to reach continuous improvement and operational excellence
13. Explore how AI can improve analytics, customer service performance and customer satisfaction
14. Monitor the Customer Satisfaction Score to identify trends or concerns, share insights during team calls, and take actions to improve it based on feedback
15. Report key metrics, attention points and trends to the Director Member Organisation Engagement, Training and Customer Service, with a continuous improvement mindset
16. Use insights from data and AI to help the Customer Service team make better decisions, improve tools, and keep customers highly satisfied
FAQs and Knowledge Base
17. Creates and updates Frequently Asked Questions and Knowledge Base material in collaboration with GS1 Subject Matter Experts
18. Collaborate with the GS1 Global Office Customer Service team on the annual FAQs review process
Projects, sessions and meetings
19. Participates in GS1 projects as a customer service representative with a primary focus on GS1 services, registries and components and seeks opportunities to improve the customer experience
20. Acts as a backup for other Customer Service team members
21. Coordinates and facilitates workshops, conference calls, virtual and face-to-face meetings with GS1 Global Office and GS1 Member Organisation participants
22. Creates presentations, outlines, storyboards, videos for customer service meetings and sessions and supports the Director of MO Enablement, Training and Customer Service with this activity
23. 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:
24. 8+ years of experience in customer service within technical services, with business acumen
25. Experienced in onboarding, implementing, and troubleshooting SaaS systems
26. Bachelor's degree
27. Proven success in stakeholder engagement and relationship management
28. Experience working with globally distributed and diverse teams
29. Deep expertise in customer service analytics, including advanced proficiency in Power BI, dashboard creation, and reporting
30. Skilled in leveraging AI tools like Microsoft Copilot to enhance service quality, automate tasks, and generate strategic insights
31. Solid understanding of customer service platforms, support workflows, and issue resolution best practices
32. Experience in preparing and delivering engaging meetings and sessions at global events
33. Experience in designing impactful outlines and presentations
34. Familiarity with the Agile framework
35. Knowledge of Customer Service trends and industry best practices
Skills required:
36. Fluency in English, oral and written, is mandatory
37. Exceptional customer focus
38. Collaborative and trustful attitude
39. Ability to effectively communicate with highly technical and non-technical people seamlessly
40. High level of written and verbal communication skills
41. 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
42. Stakeholder management skills
43. Presentation skills
44. Continuous improvement mindset
45. Exceptional analytical skills
46. Project management skills
47. Team player with the ability to work autonomously and independently
48. Proactive and flexible mindset
49. Willingness to build and constantly develop expertise
Additional Information:
This job may require up to 5% global travel.
This is a hybrid role with a minimum of 4 - 8 days per month in our Brussels office.