Customer Solution Analyst Lead

• Position Snapshot
  

Full-time
Department: Order to Cash- Supply Chain

Position Summary
Joining Nestle means you are joining the largest food and Beverage Company in
the world. At our very core, we are a human environment - passionate people
driven by the purpose of enhancing the quality of life and contributing to a
healthier future.
To effectively drive the Perfect Order Cycle Approach to minimize all waste
and complexities in the O2C flow.
A day in the life of...
* Recruit, train, coach and develop the Customer Solution Analyst Team ensuring succession plans are in place for all
* 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"
* Order Fulfilment:
* Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out-of-Stock Repository
* 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
* 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 principal contact for the customer for all returns and refusals
* Capture and register Returns and Refusals requests through Customer Interaction
* 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 for analysis of credit/debit value
* Manage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
* Manage, monitor and coordinate of the destruction of goods - when needed with Physical logistics and 3rd party providers
* 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"
* Use of reason code methodology to record appropriately root cause
* 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 NCE operational review meetings and contribute to continuous improvement of demand capture process
What will make you successful
* ‎5 years or more experience in leading teams in a Customer Service or Customer Facing Supply Chain Team.
* Project management experience to implementation of major project(s) or change program(s)
* College/University degree required
We are Nestle, the largest food and beverage company. We are ‎308,000 employees
strong driven by the purpose of enhancing the quality of life and contributing
to a healthier future. Our values are rooted in respect: respect for
ourselves, respect for others, respect for diversity and respect for our
future. With more than CHF ‎91.4 billion sales in ‎2018, we have an expansive
presence with ‎413 factories in more than ‎85 countries. We believe our people
are our most important asset, so we'll offer you a dynamic inclusive
international working environment with many opportunities across different
businesses, functions and geographies, working with diverse teams and
cultures. Want to learn more? Visit us at www.nestle.com.