Customer Support Specialist

2 weeks ago

Solon, Ohio, United States Nestle Operational Services Worldwide SA Full time

About Us:
At Nestlé Operational Services Worldwide SA, we are committed to providing quality food and beverage products that enrich lives. Our presence in 97% of American households reflects our dedication to excellence and community engagement. We strive to innovate and improve every day, fostering a culture of collaboration and agility.

Position Overview:
The Customer Solutions Associate acts as the main liaison for our clients, ensuring that orders are optimized while enhancing efficiency and minimizing waste throughout the entire Order to Cash process.

Key Responsibilities:

  • Demand Management: Identify and rectify demand capture discrepancies within established Service Level Agreements (SLA).
  • Order Monitoring: Regularly oversee open orders in accordance with the Daily Activity Schedule, ensuring compliance with set tasks and timelines.
  • Logistical Optimization: Collaborate with customers and cross-functional teams to resolve order blockages and enhance logistical efficiency.
  • Customer Communication: Engage with clients regarding Out of Stock or Stock Allocation challenges and propose solutions for post-delivery issues.
  • Returns Analysis: Investigate reasons for order refusals and communicate with customers to implement strategies for future prevention.
  • Billing Coordination: Work closely with the Billing department to address any customer-related billing inquiries.

Additional Duties:

  • Collaborate with key stakeholders to ensure processes meet both business and customer expectations.
  • Provide comprehensive visibility on order statuses to clients and internal teams.
  • Utilize global Reason Code Methodology for root cause analysis.
  • Initiate escalation processes when necessary and promote a culture of continuous improvement.

Qualifications:

  • A degree in Supply Chain Management or a related field is preferred.
  • Flexibility to work various shifts based on customer needs.
  • A minimum of 2 years' experience in Supply Chain roles such as Order Management or Distribution is advantageous.

Skills Required:

  • Exceptional written and verbal communication abilities.
  • Strong analytical skills with the capacity to interpret data effectively.
  • Organized and methodical approach to problem-solving.
  • Proficiency in Microsoft Office Suite and familiarity with SAP and Business Objects is preferred.
  • Ability to thrive in a fast-paced environment while managing multiple priorities.

At Nestlé, we value diversity and inclusivity in our workforce. We welcome applicants from all backgrounds and experiences.

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