Customer Solutions and Claims Specialist Job Details | Nestle Operational Services Worldwide SA

Nestle International • Palm Beach Gardens, FL

66d • $45,000 - $59,000 • Hybrid

About The Position

The Customer Solutions and Claims Specialist serves as the primary point of contact for the customer and sales force throughout the customer order management process. The Specialist role manages high order volume on all NHS brands with either a top customer or multiple larger customers. This role leads customer meetings and operational reviews, with minimal to no supervision and is expected to go above and beyond for our customers, sales force and internal cross functional business partners. The incumbent is expected to be an independent thinker who troubleshoots complex issues, determines and performs the actions needed to resolve unexpected situations, and drives constant improvement leading to exceeding our customers' expectations. When fulfilling order management duties, this role is responsible for efficiently and effectively managing the end-to-end Order to Cash process flow, from intake of customer sales orders through receipt of goods to ensure orders are received in full and on time.

Requirements

• High School Diploma / GED is required. Bachelor's Degree is preferred.
• At least 2 years of supply chain (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.) or related experience is strongly preferred.
• Flexible to work different shifts depending on customer geography/time zone.
• Must have reliable internet service provider if working from home, as approved.
• Strong business acumen with a sense of urgency.
• 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.
• Intermediate Level Excel skills, including experience working with large data-sets and familiarity with creating & using v-lookups and pivot tables.

Nice To Haves

• SAP or similar experience is nice to have.
• Microsoft Office Suite and PowerBi is strongly preferred.

Responsibilities

• Analyze order exceptions and take action on identified ways to improve customer order patterns and minimize order touches.
• Identify and resolve demand capture failures to ensure timely processing.
• Monitor and address account specific issues upon receipt of order; independently problem solve any occurring issues, while coordinating with customer and cross functional business partners to ensure blocked orders are processed accurately and within our service level agreement (SLA).
• Monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence.
• Advises Stakeholders of potential delays or inventory challenges that would impact current lead time expectations.
• Responsible and independent decision maker for multi-million dollar sales orders from the time customer orders are placed to their delivery at the customers location.
• Main communicator to the customer on out-of-stock product, including back in stock date. Independent decision maker on whether to hold the order for product or cut from the order.
• Facilitate and ensure account specific orders are shipped complete and on time to meet accounts requested delivery dates. Follow order through from entry to receipt at the accounts location. Identify carrier issues along the way and work with traffic team to solve. Notify customer and on carrier issues / delays along the way to keep all informed.
• Track and identify account new item orders. Collaborate with order fulfillment and demand planning teams upon receipt of new item order to identify any accuracy issues and ensure order fulfillment.
• Optimizes distribution costs by collaborating with cross-functional business partners such Physical Logistics, Demand and Supply Planning (DSP), Transportation and Supply Chain Analytics.
• Manages Stakeholder expectations as it relates to stock availability, order status and delivery execution.
• Collaborate with Order Fulfillment team on any out of stock / allocation issues, especially for displays, new item launches, customer promotions and own customer communication on mitigation if required in order to ensure fulfillment.
• Inform Key Stakeholders and propose resolution if issues identified post-delivery not due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.).
• Collaborates with Billing in the resolution of billing issues that require customer contact.
• Additional Responsibilities as needed.

Benefits

• Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits.
• Incentives and/or benefit packages may vary depending on the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees