Customer Solutions & Claims Specialist (E2E - Remote Opportunity)

 

As a leader in the science of nutrition, Nestlé Health Science believes in empowering healthier lives for patients and consumers through a rich product portfolio featuring top brands such as Garden of Life®, Nature’s Bounty®, Vital Proteins®, Nuun®, Persona Nutrition®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more, as well as through Aimmune Therapeutics, a biopharmaceutical company developing therapies to prevent, manage and treat food, GI and metabolic-related diseases.

Our team members are challenged to make a genuine impact and play an integral role in driving the business forward. We embrace a dynamic culture that always puts the consumer first, and where ownership, accountability and agility are celebrated at every level. To help our people thrive, we offer expansive career growth potential, the opportunity to work alongside and learn from talented colleagues with diverse backgrounds and skill sets, and a range of best-in-class benefits.

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We have more than 11,000 employees around the world, and products available in over 140 countries.

This position is not eligible for Visa Sponsorship.

Job Description:

The Customer Solutions and Claims Specialist will act as the primary point of contact and advocate for the customer. This role oversees the E2E processing of customer orders from intake through receipt of goods, acting as the face of the customer. This role will also be responsible to optimize orders while driving efficiency and minimizing waste throughout the E2E Order to Cash process flow. This is a remote-based opportunity.

Responsibilities:

Demand Capture:

• 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.
• Collaborate with customer or cross functional business partners to resolve blocked orders within SLA.
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders).

Order Fulfillment:

• Contact customer when required due to Out of Stock or Stock Allocation issues.
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block).
• Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.).

Returns and Refusals:

• Be principal customer contact for capturing, creating and registering all return requests.
• Assess compliance of Return Requests according to Market Return Policy Conditions.
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds.
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit/debit value.
• Coordinate destruction or donation of goods when physical return is not warranted.
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing.
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future.

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, Logistics, COC 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.
• Drive and encourage continuous improvement mindset applying NCE methodology.
• Participate in NCE operational review meetings.

Requirements:

• High School Diploma or GED required; Bachelor’s degree is preferred.
• 2+ years of professional work experience working in a Supply Chain function preferred (i.e.: Order Management, Distribution, Inventory Management, Transportation or Demand and Supply Planning).
• Must have excellent communication (oral and written), analytical and problem-solving skills.
• Must be a well-organized, methodical thinker with excellent decision-making skills.
• Demonstrated proficiency in MS Office (Word/Excel/Outlook) required.
• Willing and able to work under pressure to meet tight deadlines with minimal supervision.
• Demonstrated proficiency in SAP, BW and Business Objects preferred.
• APICS certification (or progress toward certification) is a plus.
• Availability/flexibility to work different shifts based on customer geography/time zone required.

The approximate pay range for this position is $60,000 to $70,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.

Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at About Us | Nestlé Careers (nestlejobs.com)

Requisition ID:
247957

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

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