Job description

This is a contract position providing services to Nestlé in the USA through a third-party staffing services organization. If you are selected for this role, you will be an employee of a third-party staffing partner and not Nestlé in the USA.

Position Summary: The Customer Solutions Associate functions as the principal contact for customers, committed to providing outstanding customer experience by efficiently handling orders, ensuring effective communication, improving operational efficiency, and reducing waste throughout the Order to Cash process.

SCHEDULE: Monday to Friday, 40 hours per week. The typical schedule starts between 7:00 AM and 9:00 AM and ends 8 hours later. For example, 7:00 AM to 3:30 PM, 7:30 AM to 4:00 PM, or 8:00 AM to 4:30 PM.

Willingness to work various shifts according to customer time zones or 7-day operations.

WORK LOCATION: Solon, OH Office. On-site presence is required on Tuesday, Wednesday, and Thursday, with the option to work from home on Monday and Friday.

PRIMARY RESPONSIBILITIES:

Manage Customer Service:

Drives customer satisfaction by consistently delivering high quality service
Consistently strive to achieve on-time and in-full deliveries (OTIF) to meet customer expectations
Identify and resolve demand capture failures within defined Service Level Agreement (SLA)

Order Filter:

Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
Work with customers and business partners to clear blocked orders within SLA.
Optimize orders for logistical efficiency (e.g. maximizes payload)

Order Fulfillment:

Contact customer when required due to Out of Stock or Stock Allocation issues
Collaborate with Order Fulfillment team to resolve issues preventing
Contact the customer to propose a resolution if issues are identified after the delivery note, due to transportation or warehousing concerns (such as appointment scheduling, delivery delay, or picking issues).

BILLING:

Collaborate with Billing in the resolution of billing issues that require customer contact

ADDITIONAL RESPONSIBILITIES:

Collaborate with key stakeholders and business partners (such as CFSC, Sales, Transportation, COS etc.) to ensure the quality of processes are aligned to meet the business and customer needs
Provide 360° visibility on status of orders to customers and internal teams
Apply appropriate root cause reason codes following global Reason Code Methodology.
Identify, analyze and initiate the escalation process based on escalation criteria
Participates in NCE (Nestle Continuous Excellence) operational review meetings

EDUCATION REQUIREMENTS:

High School Diploma required
Undergraduate degree strongly preferred

EXPERIENCE:

Preferred: 1-2 years of Supply Chain experience in Order Management, Distribution, Inventory Management, Transportation, and Planning.

SKILLS:

Excellent written and verbal communication skills
Strong analytical aptitude with proven ability to analyze and interpret data
Developed problem-solving skills
Proficiency in Microsoft Office applications (e.g. Word, Excel, Outlook)
Intermediate level Excel skills, including experience with large data sets and familiarity with creating and using v lookups and pivot tables
Proficiency in SAP and Power BI is preferred
Ability to work in a fast-paced environment and manage multiple priorities
Ability to work independently with minimal supervision

Please note this contract position provides services to Nestlé in the USA on a temporary basis in connection with a specific assignment. Contractors in this position are hired and employed through Nestlé’s third-party staffing partner.

Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy

Job Requisition: 355616

Required profile