O2C Tier 2 Inquiry Support (Level 2 and 3)

Position Summary:

The Order to Cash (O2C) Inquiry Tier 2 Support Associate at NIQ enhances our Finance Operations team and is pivotal in facilitating the seamless execution of the order to cash process, focusing specifically on managing inquiries and resolving issues that arise during the O2C cycle. This role serves as a crucial link between NIQ’s finance team and its clients, ensuring that all transactions are conducted smoothly, efficiently, and in compliance with company policies. The ideal candidate will possess a strong foundation in order to cash processes, excellent communication and problem-solving skills, and the ability to communicate effectively across various levels of the organization and with clients.

Key Responsibilities:

1. Second-Line Expertise Support Excellence: Deliver prompt and professional support to end-users, maintaining a customer-centric approach in every interaction. Utilize service management technology to resolve complex and technical queries efficiently.
2. Accounts Receivable Inquiry Management: Assist in the accurate and timely follow-up inquires on contractual payment terms, including CRM data, correct narrative and billing verification. Assist in providing customer invoices, customer account statements and remittance notifications to customers, as required and verify for accuracy.
3. Issue Identification and Diagnostics: Gather accurate information to understand and diagnose user issues, utilizing excellent communication skills and empathy. Employ probing questions to uncover root causes and provide timely, effective solutions.
4. Timely Troubleshooting: Leverage internal knowledge bases and problem-solving skills to address and resolve issues quickly, aiming for first-contact resolution. Ensure compliance with KPIs and SLAs to minimize user disruptions.
5. Documentation and Continuous Improvement: Record detailed information on user inquiries, troubleshooting steps, and outcomes in the ticketing system. Maintain clear, concise documentation to support knowledge sharing and operational improvements.
6. Effective Escalation Management: Identify and escalate complex issues to management teams as necessary, ensuring transparent communication and timely follow-ups to resolve outstanding queries and prevent backlogs.
7. Customer Service Excellence: Foster a positive customer experience by demonstrating professionalism, empathy, and effective communication in all interactions. Proactively keep users informed about the status of their inquiries and provide regular updates.
8. Training and Knowledge Sharing: Stay updated with the latest technology trends and product updates. Share expertise with team members to enhance support capabilities and contribute to a culture of continuous learning. Mentor junior team members to develop their troubleshooting and customer service skills.
9. Operational Metrics and Analytics: Track and report on SLAs and KPIs related to the timeliness and quality of service management processes. Utilize data to provide insights and drive service improvements.

Qualifications and Skills:

• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field.
• 3-5 years of experience in O2C in finance operations or customer support, with a strong understanding of the order-to-cash process.
• Technical Proficiency: Experience with platforms like ServiceNow and ERP (e.g  SAP). Advanced knowledge of Microsoft Office, especially Excel, and familiarity with SQL, SharePoint, SideTrade, Power BI.
• Interpersonal Skills: Exceptional communication and stakeholder management skills. Ability to work effectively across functional teams and with a diverse range of users.
• Analytical Skills: Strong analytical and problem-solving skills, with a keen eye for identifying process improvements.
• Communication Skills: Excellent verbal and written communication skills across all levels of the organization and with awareness of communication styles and cultural differences

Our Benefits

At NIQ, we're dedicated to providing more than just a job—we offer you the opportunity to own your story. As part of our team, you'll enjoy a range of benefits designed to support your well-being and career development. From comprehensive healthcare packages to opportunities for ongoing learning and advancement, we're committed to helping you thrive. Join us and experience Life at NIQ!

• Comprehensive Health Care and Life Insurance
• Free Employee Assistance Programs (EAP) - NIQ offers support to all associates and their families for their emotional well-being trough professional, timely and confidential counselling services on issues related to everyday concerns & problems, overcome emotional challenges, and maintain a healthy and balanced lifestyle.  
• Best-in class Diversity & Inclusion program with opportunity to join one of our Employee Resource Groups
• Free LinkedIn Learning access that helps you discover and develop business, technology-related, and creative skills through over 20,000courses available in 7 languages 
• Access to formal mentoring program
• Pension plan
• Parental Leave
• Vacation and Volunteer time off
• Flexible working environment hybrid policy

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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Why NIQ India Private Limited is a Great Place To Work®
India continues to stand out as one of the largest and fastest-growing developing economies globally, offering NIQ a significant opportunity. It is imperative that we prioritize India as a key investment market, not only for our business growth but also for the personal and professional development of our team members. To fully harness the potential of this market, expand our operations effectively, and realize our growth objectives, we have developed an exciting plan tailored specifically for India. Together, we'll unlock the full potential of this thriving market, creating an environment where everyone can thrive and contribute to our collective success. Join us in envisioning the exhilarating journey and ambitious goals ahead.

Our Commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://niq.com/global/en/news-center/diversity-inclusion/

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.

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.