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Customer Solution Analyst Lead
Position Summary
Joining Nestl\u00e9 means you are joining the largest food and Beverage Company in the world. At our very core, we are a human environment \u2013 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\u2026
Recruit, train, coach and develop the Customer Solution Analyst Team ensuring succession plans are in place for allDemand Capture:complete and resolve all demand capture failures within defined service level agreementOrder Filter:contact customer or internal contact to resolve blocked orders within SLAalign material information with customer to be able to capture orders\u201dOrder Fulfilment:Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out-of-Stock RepositoryApply the mitigation agreed with customer if related to already existing orders or Request to Order Fulfilment to setup the mitigation action for future ordersManage Stock Allocation issue that requires a customer contactManage 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 delayContact the customer and propose a resolution in case of Physical Logistics (Warehouse) issue related to Warehouse Capacity and\/or Pick Pack and loading issues\u201dBilling:Collaborates with billing in the resolution of billing issues that requires a contact with the customer\u201dReturns and Refusals:Be the principal contact for the customer for all returns and refusalsCapture and register Returns and Refusals requests through Customer InteractionAnalyze reasons for refusals and contact customers to propose mitigation actions for refusalsAssess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of credit\/debit valueManage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the caseManage, monitor and coordinate of the destruction of goods \u2013 when needed with Physical logistics and 3rd party providersProvide guidance and help with missing documentation -when needed- to Claims Management on the returns and refusals acceptance \/ non acceptanceInform Sales about non accepted returns and request for their approval when needed \u2013 Market dependent\u201dUse of reason code methodology to record appropriately root causeCollaborate 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 \u2013 e.g., COC O2C Master Data Specialist and COC Pricing AnalystProvide 360 visibility on status of orders to customers and internal teamsEnsure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard RoutinesOptimize orders where logistical efficiency is required such as attainment of logistics trade termsIdentifying, 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\u2019sParticipate in NCE operational review meetings and contribute to continuous improvement of demand capture processWhat 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 requiredWe are Nestl\u00e9, 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\u2019ll 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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