Customer Solution Specialist

Nestlé is one of the world’s leading food and beverage company, with 2000 global iconic brands and operating in 188 countries.

At Nestlé we work for unlocking the power of food to enhance quality of life for everyone, today and for generations to come. That is our purpose.

We are the Good food, Good life company. We believe in the power of food to enhance lives. Good food nourishes and delights the senses. It helps children grow healthy, pets thrive, parents age gracefully and everyone live life to the fullest. Good food brings us together. Good food also respects our planet and protects resources for future generations.

Get to know us better at www.nestle.com

Join Nestlé Team and be a Force For Good!

We are currently looking for a Customer Solution Specialist to join our Operations team.

Location: Gebze

Type of contract: Permanent

As a Customer Solution Specialist you will have the following responsibilities;

• 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 exisisting 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 pricipal 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 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                                                       

Which profile are we looking for?

• 2-3 years or more experience in leading teams in at least two of the following areas :
• Customer Service
• Customer Facing Supply Chain
• Demand & Supply Planning
• Distribution/ Materials Handling
• Sales and/ or Marketing
• Project management experience to implementation of major project(s) or change program(s)
• College/University degree required

What are our employee community values?

Safety, quality, compliance and respect are pillars for our community existence.

Respect is our overaching value in Nestlé. We RESPECT eachother, others, environment and all life around.

We work in a supportive, caring, elevating environment. It is crucial for us to preserve our culture of solidarity.

What are our working values at Nestlé?

Flexible work schedule

Hybrid working

Multinational experience at one of the world’s leading food and beverage company

International and domestic career opportunities 

Development opportunities and trainings

Exclusive employee discounts

Employee Assistance Program, 24/7 expert support

Sport benefit program (benefit from more than 350 sport centers)

A paid birthday leave

4 weeks paternity leave

The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment.  All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Be a force for good.

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