Customer Solution & Claims Associate

Nestle Operational Services Worldwide SA • Seattle, WA

2d • $60,000 - $65,000

About The Position

Nestlé USA is seeking a Customer Solutions Associate to serve as the primary point of contact and advocate for the customer. This role is responsible for optimizing orders while driving efficiency and minimizing waste throughout the End-to-End Order to Cash process flow. Nestlé USA offers an inclusive workplace that inspires innovation, encourages strategic thinking and creativity, and celebrates achievements. The company empowers employees to challenge the status quo, embrace risk-taking, and pioneer new ideas in a supportive and collaborative environment that encourages bold ambitions and continuous learning.

Requirements

• Undergraduate degree strongly preferred
• 2 years’ experience in Customer care, Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc. is preferred.
• Excellent written and verbal communication skills
• Excellent analytical aptitude with a proven ability to analyze/interpret data
• Well-organized, methodical thinker with excellent decision-making skills
• Strong and creative problem-solving skills
• Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
• Proficiency in SAP and Salesforce or similar CRM.
• Ability to work in a fast-paced environment and handle multiple priorities
• Ability to work independently with minimal supervision

Responsibilities

• Manage incoming calls through our Genesys phone system
• Receive and submit orders on behalf of customers
• Facilitate customer credit requests
• Maintain account settings, including updates within CRM and other applications
• Track orders through various transportation tools and at times collaborate with carrier customer support for escalations
• Suggestively sell and inform customers about new and existing products or programs
• Identify and resolve demand capture failures within defined Service Level Agreement (SLA)
• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
• Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)
• Contact customer when required due to Out of Stock or Stock Allocation issues
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
• Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)
• Be principal customer contact for capturing, creating and registering all return requests
• Assess compliance of Return Requests according to Market Return Policy Conditions
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value
• Coordinate destruction or donation of goods when physical return is not warranted
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level