POSITION SNAPSHOT

Location: Bangkok, Head Office
Company: Nestlé
Business Unit/Division: Supply Chain Management
Full-time

Direct exprience in customer service and order management (Mondern Trade)
 

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.

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

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 

• Analyse 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 logicistics and 3rd party providers 

• Provide guidance and help with missing documentation -when needed- to Claims Management on the returns

ARE YOU A FIT?

• Bachelor’s Degree in Logistics, Supply Chain Management or related.

• Minimum of 3 years of experience in Customer Service, Customer Facing Supply Chain, Demand or Supply Planning, Distribution Handling.

• Strong analytical skills and attention to details.

• Good negotiation, problem solving & convincing skills.

• Good English & Thai communication skills.