Customer Service Principal at Nestle

A day in the life of a Customer Service Principal:

Demand Capture:

• capture, complete and resolve all demand capture failures within defined service level agreement.

Order Filter:

• contact relevant stakeholders to resolve blocked orders within SLA.
• escalate master data issues with resolution owners.

Order Fulfilment:

• Contact customer, when required, to propose mitigation actions due to Out of Stock risk
• 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.

Returns:

• Be the principal contact for the customer for all returns and refusals.
• Capture and register Returns requests through Customer Interaction.
• Analyze reasons for returns and contact stakeholders to propose mitigation actions for returns.
• Provide guidance and help with missing documentation -when needed- to Claims Management on the returns acceptance / non acceptance.
• Inform Sales about return.

What will make you successful?

• Degree in Supply Chain or related
• 1-3 years’ experience within a Nestle market, region or Imports or Exports environment
• Experience with and strong focus on customers.
• Strong Supply Chain, which includes Physical Logistics, Customer Service, and Demand Management knowledge and expertise.
• Strong analytical mindset and attention to detail.