Customer Solution Analyst Lead

  • الراتب:
    قابل للتفاوض
  • نوع الوظيفة:
    دوام كامل
  • تاريخ النشر:
    أسبوعين مضت
  • التصنيف:
    وظائف خدمة العملاء, وظائف هندسية
  • آخر موعد للتقدم:
  • اللغات:
    العربية, الانجليزية

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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