Customer Service Representative

About ICP ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.™ With offices in Atlanta, London, Mexico City, Mumbai , and Shanghai , we operate on a global scale, delivering world-class solutions that drive exceptional business outcomes. Who We Are At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive. We're A People First Company At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where work/life balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half-day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan. Bring the Confidence Are you a relationship-focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You're not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you ABOUT THE ROLE The Digital Asset Coordinator plays a pivotal role in supporting the implementation of our client’s Digital Asset Management system (DAM) and delivering with excellence to our client’s content ecosystem, focusing on Marketing asset management, to support strategic goals. As a Specialist, this role will focus on Digital Asset Management services as an integral function in day-to-day asset management operations. You will manage, enrich and quality assure assets across brands/products, host user training sessions, and share industry best practices. You will also manage user queries and assist in creating reports. You are responsible for various content-related activities. This role supports a global company where attention to detail, customer service, governance, and support are crucial. The primary focus will be on ensuring seamless day-to-day delivery, executing against processes, and fostering collaboration. A proficient team player who strives to support a team driven toward achieving objectives. Works closely with other team members to support clear guidelines and goals aimed at achieving common objectives and ensuring global standardization. By infusing ICP core values of Curiosity, Inclusivity, Focus, Creativity and Trustworthiness into their leadership and management approach, they will not only achieve success in this role but also contribute to the positive culture and growth of the organization. This is a hybrid role based in Mexico City, reporting to the Global Operations Manager. How you will make an impact: Deliver system and user training Raise incident tickets to technical support Promote best practices and the DAM platform across all user groups Escalate issues or questions to appropriate team member for resolution Entry, tagging and quality assurance of incoming assets for global distribution platforms Audit files and metadata entries for completion and proper organization Follow operational procedures to complete tasks in a timely manner Respond and investigates end user inquiries and requests Support in providing reporting to stakeholders on platform usage metrics and KPIs Operations Execution: Input into reports to track agreed upon KPIs Understand and work against SLAs Execute day-to-day tasks, including training, shared inbox management, content ingestion, and documentation, to ensure smooth functioning Ensure timely delivery of assets into the DAM platform Participate in training to ensure alignment with organizational goals Help create a productive and positive work environment Provide exceptional customer service to the client and their vendors Understand asset rights/usage/restrictions and compliance to ensure asset safety Process Improvements: Execute against documented workflow and processes. Follow metadata schemas that reflect the true needs of the business Collaboration: Collaborate with global cross-functional teams to learn best practices. Be a strong team player with your direct team and global partners Build rapport and trust with others and all levels within ICP Work with team members to generate new ideas and evolve and enhance existing programs Work with team members to problem solve and consult with account leadership as required Client Facing Engagement: Build a good understanding of clients’ business issues, industry, competitors, and brands Where required, collaborate with brand team and agencies stakeholders to ensure content and campaigns are delivered on time and meet quality standards WHAT YOU WILL BRING: Requires a BA/BS and a minimum of 1-2 years' experience in marketing, commerce and/or creative technologies or related field, including a minimum of 1 year’s experience in a client-facing agency or consulting role.; or any combination of education and experience, which would provide an equivalent background. Preferred Skills, Capabilities and Experiences: 1-2 years’ industry experience in media, digital asset management, librarian sciences or archives preferred but not required 1-2 years’ experience using a digital asset management system or other tech system such as a digital library, CMS, PIM, or CRM preferred but not required Must have acute attention to detail when performing process-oriented tasks Familiarity with DAM system Analytical skills Effective communication skills, both verbal and written, with an influential communication style Strong Microsoft Office skills, particularly with large data sets in Excel Good understanding of media channels and file formats used by the client The ability to multi-task with an interest in all aspects of the role Able to work both independently and as a part of a world-class team Media and technology agnostic, while displaying an affinity and passion for the industry Ability to follow a structured process while being flexible when circumstances require change and adaptation Able to work both independently and as a part of a world class team Ability to adapt to evolving client needs, industry trends, and internal processes Understanding of project management principles Emotional intelligence