Position Summary

Joining Nestlé means you are joining the largest food and Beverage Company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.

A day in the life of…

• Recruit, train, coach and develop the Customer Solution Analyst Team ensuring succession plans are in place for all
• Demand Capture:
• complete and resolve all demand capture failures within defined service level agreement
• Order Filter:
• contact customer or internal contact to resolve blocked orders within SLA
• align material information with customer to be able to capture orders”
• Order Fulfilment:
• Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out-of-Stock Repository
• Apply the mitigation agreed with customer if related to already existing orders or Request to Order Fulfilment to setup the mitigation action for future orders
• Manage Stock Allocation issue that requires a customer contact
• Manage Delivery Creation issue in collaboration with Order Filtering and/or ICC (Interface Centre of Competence)
• Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Carrier Selection, Appointment Scheduling and Delivery delay
• Contact the customer and propose a resolution in case of Physical Logistics (Warehouse) issue related to Warehouse Capacity and/or Pick Pack and loading issues”
• Billing:
• Collaborates with billing in the resolution of billing issues that requires a contact with the customer”
• Returns and Refusals:
• Be the principal contact for the customer for all returns and refusals
• Capture and register Returns and Refusals requests through Customer Interaction
• Analyze reasons for refusals and contact customers to propose mitigation actions for refusals
• Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of credit/debit value
• Manage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
• Manage, monitor and coordinate of the destruction of goods – when needed with Physical logistics and 3rd party providers
• Provide guidance and help with missing documentation -when needed- to Claims Management on the returns and refusals acceptance / non acceptance
• Inform Sales about non accepted returns and request for their approval when needed – Market dependent”
• Use of reason code methodology to record appropriately root cause
• Collaborate with relevant specialists (in COC and Market) to determine and better understand cause of master data and pricing exceptions that cause blocks or order failure – e.g., COC O2C Master Data Specialist and COC Pricing Analyst
• Provide 360 visibility on status of orders to customers and internal teams
• Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines
• Optimize orders where logistical efficiency is required such as attainment of logistics trade terms
• Identifying, analyzing, and initiating the escalation process based on the escalation criteria.
• Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements.
• Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI’s
• Participate in NCE operational review meetings and contribute to continuous improvement of demand capture process

What Will Make You Successful

• 5 years or more experience in leading teams in a Customer Service or Customer Facing Supply Chain Team.
• Project management experience to implementation of major project(s) or change program(s)
• College/University degree required

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