Customer Solutions Analyst at Nestle

Position Summary

• The main purpose of the role is to effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.

A day in the life of
Customer Solutions Analyst
Demand 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 and keep up to date with out of Stock Repository data.
• 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.
• In conjuction with the Order Fullfillment and DSP teams execute ex-factory and backhauling oppurtunities.
• 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 pricipal contact for the customer for all returns and refusals.
• Capture and register Returns and Refusals requests through Customer Interaction.
• Analyse 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.
• 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.

What Will Make You Successful

• 3-5 years experience within a Nestle market, region or CoC 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.
• Tertiary Degree / Diploma

NB. Preference will be given to differently abled candidates & those from designated groups.