Customer Solution Analyst

Customer Solution Analyst

POSITION SNAPSHOT
Location: Egypt
Company: Nestl e
Full-time
Main Purpose of Job:
To effectively drive the Perfect Order Cycle Approach to minimize all waste
and complexities in the O2C flow being Single Point of Contact for Customers
queries, complaints requests.
A Day in the Life :
Demand Capture:
- Complete and resolve all demand capture failures within defined service
level agreement"
Order Filter:
- Contact customer or internal contact to resolve blocked orders within SLA
- Align material information with customer to be able to capture orders
accurately
Order Fulfilment:
- Contact customer, when required, to propose mitigation actions due to Out
of Stock risk
- Mitigate orders failures with customers related to already existing orders
- Manage Stock Allocation issue that requires a customer contact
- Solve Delivery Creation issue in collaboration with Order Fulfilment
- Contact the customer and propose a resolution in case of Transportation
issue related to Load Optimization, Pick & Pack and loading issues,
Appointment Scheduling and Delivery delay
Billing:
- Collaborates with billing in the resolution of billing issues that requires
a contact with the customer"
Returns and Refusals:
-Be the point of contact for the customer for all returns and refusals
-Analyze 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
-Manage and monitor the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
-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 - Market dependent
- Collaborate with relevant specialists (in COC and Market) to determine and
better understand cause of master data and pricing exceptions that cause
blocks or order failure - e.g., COC O2C Master Data Specialist and COC Pricing
Analyst
- Provide ‎360 visibility on status of orders to customers and internal teams
- Ensure regular monitoring of open orders as per steps and frequency defined
in SOP Standard Operating Procedures and Standard Routines
- Optimize orders where logistical efficiency is required such as attainment
of logistics trade terms
- Identifying, analyzing, and initiating the escalation process based on the
escalation criteria.
- Manage relationships with key stakeholders in the Market and CoC to ensure
the quality and processes are meeting the business and system requirements.
- Drive and encourage continuous improvement within the team moving to a more
efficient exception management process meeting all internal and external KPI's
- Participate in operational review meetings and contribute to continuous
improvement E2E
Are you a fit?
* ‎2-‎4 years' experience within a Nestle market, region or CoC environment
* Experience with and strong focus on customers
* Strong Agilities and customers centricity mindset
* Supply Chain and Demand Management knowledge and expertise
* Project Management Experience is a plus
* College/University degree required