وظيفة شاغرة لدى شركة نستله Nestlé للصناعات الغذائية
Customer Solution Analyst Lead
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
We are Nestlé, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we’ll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.
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