Company: Nestlé
Qualification: University Degree/ Diploma

Experience: 5 years or more experience in leading teams

Closing Date: 22 October 2024

Position Summary

With a history spanning over 150 years, Nestlé didn’t become the world’s leading food and beverages brand by chance. Perfection is at the heart of what we do, and our people are always looking for the next big idea to cement our status. We are now looking for a Customer Solutions Analyst Lead to be based in Bryanston. 

In this role you will be responsible to effectively drive the CSA team in executing the Perfect Order Cycle Approach by identifying and triggering projects/initiatives to minimize waste, complexities in the O2C flow to meet both internal and external customer satisfaction. An internal key stakeholder in the management of the Sales Pipeline for all markets to ensure the month-end closure of ESAR.  Driving the end-to-end flow of the Order 2 Cash process for a remote and market CSA team.

A day in the life of a Customer Solutions Analyst Lead:

• To ensure that all exceptions are resolved within agreed SLAs through Resolution Cockpit and ensure that all escalations are addressed in a timely manner as per agreed SLA. (for Market and Remote team).                                            
• Ensure that all resource planning is done daily to ensure maximum execution in the CSA team.  (for Market and Remote team).                                                  
• Recruit, train, develop and motivate the CSA team to ensure succession plans are in place.  Ensure that all processes and standards are adhered to and ensure adherence to GLOBE best practice.
• Ensure that all KPI's are identified and executed by CSA's and all reviews are in adherence to NCE practices.
• Always ensure the highest standard of customer service (for Market and Remote team).
• Enable the business to achieve growth objectives through consistent and efficient operations (for Market and Remote team).                                           
• Attend Sales DOR daily and ensure full visibility of the operations team and open order status for the entire ESAR Market. Run and drive the closure of month-end numbers and responsible for the co-ordination of final sales landings every month, quarter and year-end.                                                          
• Co-ordinate and collaborate with CBM's, CFSC, Sales Director, Supply Chain Director, BEO's, Supply Chain teams and finance team in connection with month-end closure and ensuring the execution of the best estimate landing monthly.                                                   
• Centre contact point of execution of month-end sales of the business to the operations team.
• Ensuring full execution of all CSA functionality's including Billing, CRR, drivers, pricing, ex-factory, order fulfilment, master data, etc. in the O2C CoC functionality (for Market and Remote team).                                                 

What will make you successful?

• University Degree/ Diploma required
• 5 years or more experience in leading teams in at least two of the following areas:

• Customer Service/ or Call Centre.
• Customer Facing Supply Chain
• Demand & Supply Planning
• Distribution/ Materials Handling
• Sales and/ or Marketing
• Transportation

• Project management experience to implementation of major project(s) or change program(s)
• Senior stakeholder management experience to CEO level