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Customer Service Order Management Manager (Remote)

Customer Service Order Management Manager (Remote)

 

As a leader in the science of nutrition, Nestlé Health Science believes in empowering healthier lives for patients and consumers through a rich product portfolio featuring top brands such as Garden of Life®, Nature’s Bounty®, Vital Proteins®, Nuun®, Persona Nutrition®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more, as well as through Aimmune Therapeutics, a biopharmaceutical company developing therapies to prevent, manage and treat food, GI and metabolic-related diseases.

 

Our team members are challenged to make a genuine impact and play an integral role in driving the business forward. We embrace a dynamic culture that always puts the consumer first, and where ownership, accountability and agility are celebrated at every level. To help our people thrive, we offer expansive career growth potential, the opportunity to work alongside and learn from talented colleagues with diverse backgrounds and skill sets, and a range of best-in-class benefits.

 

We have more than 11,000 employees around the world, and products available in over 140 countries.

 

This position is not eligible for Visa Sponsorship.

 

 

POSITION SUMMARY:

 

The Customer Service Business Process Manager will play a key role in the creation and sustain of the newly created NHSc Customer Service organization and will lead the Order to Cash Business Process Lead (O2C BPL) team. This position will be responsible for building expertise and capabilities in the new center which enables a strong CS workforce for NHSc, owning documentation and training for NHSc O2C procedures, processes, as well as system navigations and is conducting training when required.  The O2C BPL team is responsible to support the customer service organization with order management including returns and refusals, order fulfillment and Accounts Receivable Claims and deductions.

 

The role will be supporting integration projects and also drives continuous improvement projects within the End-to-End processes and systems which support all our NHSc businesses.

 

PRIMARY RESPONSIBILITIES:

 

  • Provides full expertise of systems/tools, processes and people for the CS functions, including order management and returns/refusals
  • Builds / establishes trainings for the new CS organization incl. creation of training plans and helps with continued trainings
  • Shares best practices and documentation with other North American Operating Companies at the function, as well as learning and training organizations in the Market to ensure standardization and implementation of best practices for O2C wherever applicable
  • Builds a comprehensive training library for the NHSc CS group
  • Manages and maintains the central repository for all localized training materials including proper disposition of outdated materials when required
  • Ensures approvals for documentation and training materials
  • Ensures training materials is modified to accommodate business specifics
  • Conducts Trainings as required, especially in the beginning while new organization will be setup
  • Trains the trainer and establishes trainer roles within the new NHSC CS organization
  • Develops, deploys and ensures compliance to the competency matrix for all Job Success Profiles within assigned organization
  • Supports the development of effective subject matter experts within the new center to ensure continuous improvement and application of and adherence to best practices
  • Ensures business process support, including first level problem solving, root cause analysis, and escalation process
  • Ensures business processes are aligned to meet business and customer needs
  • Identifies opportunities and business requirements, designs and implements cross functional solutions that meet business requirements while enhancing our customer’s experience and/ or reducing costs
  • Participates in writing business cases, gathering of data or volumes, in order to support a development/ enhancement request.
  • Participates in strategic projects as required including business integration projects

 

Leadership and other responsibilities:

 

  • Provides development and guidance to the BPL team, covering order fulfillment, management, claims and Deductions, returns and refusals.
  • Collaborates with key stakeholders and business partners within the NHSc organization
  • Drives and encourages continuous improvement mindset applying NCE methodology and utilizes NCE tools and practices where appropriate.
  • Establishes operational and cross-functional meetings per business needs, when required
  • Participate in operational review meetings, where required
  • Audits - Assist with the employee audit process, if requested.
  • PDP - Provide feedback regarding team member performance, if requested.
  • Monitors Reports – Monitor reports on a daily, weekly or monthly basis
  • Segregation of Duty Analysis & Resolution – Responsible for monitoring monthly SOD report, which identifies users with Highly Sensitive Roles or SOD concerns. Submit corrections or take appropriate action, as necessary. 
  • Provides input into the Capability Development strategy according to the latest procedures and experience in training associates
  • Tracks local Capability Development needs not met by standard curriculum

 

REQUIREMENTS AND MINIMUM EDUCATION LEVEL:

 

  • Undergraduate degree strongly preferred

 

EXPERIENCE:

 

  • Mandatory 4 – 6 years’ work experience minimum in Supply Chain (SC) Order to Cash (O2C)
  • Proven successful training expertise, preferably in O2C processes and systems
  • Solid understanding of Lean and NCE methodologies and the application of respective tools to identify areas of waste and develop plans to action opportunities
  • Thorough understanding of Standard Operating Procedures and the O2C End-to-End process

 

SKILLS:

 

  • Excellent written and verbal communication skills
  • Excellent analytical aptitude with a proven ability to analyze/interpret data
  • Well-organized, methodical thinker with excellent decision-making skills
  • Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
  • Proficiency in SAP (preferably GLOBE)
  • Proficiency in BW and Business Objects preferred
  • Strong and creative problem-solving skills
  • Ability to work in a fast-paced environment and handle multiple priorities
  • Ability to work independently with minimal supervision
  • APICS certification (or progress toward certification) beneficial

 

OTHER PERSONAL QUALITIES:

 

  • Strong Customer Service mindset and passion for delighting customers internally and externally
  • Demonstrates a strong desire to develop trust and long-term relationships
  • Proactively seeks continuous process and service improvements
  • Strong result-orientation

 

Requisition ID: 211755 

 

It is our business imperative to remain a very inclusive workplace.

 

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role.  In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities.  Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

 

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, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

 

This position is not eligible for Visa Sponsorship.

 

 

 

As a leader in the science of nutrition, Nestlé Health Science believes in empowering healthier lives for patients and consumers through a rich product portfolio featuring top brands such as Garden of Life®, Nature’s Bounty®, Vital Proteins®, Nuun®, Persona Nutrition®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more, as well as through Aimmune Therapeutics, a biopharmaceutical company developing therapies to prevent, manage and treat food, GI and metabolic-related diseases.

 

Our team members are challenged to make a genuine impact and play an integral role in driving the business forward. We embrace a dynamic culture that always puts the consumer first, and where ownership, accountability and agility are celebrated at every level. To help our people thrive, we offer expansive career growth potential, the opportunity to work alongside and learn from talented colleagues with diverse backgrounds and skill sets, and a range of best-in-class benefits.

 

We have more than 11,000 employees around the world, and products available in over 140 countries.

 

This position is not eligible for Visa Sponsorship.

 

 

POSITION SUMMARY:

 

The Customer Service Business Process Manager will play a key role in the creation and sustain of the newly created NHSc Customer Service organization and will lead the Order to Cash Business Process Lead (O2C BPL) team. This position will be responsible for building expertise and capabilities in the new center which enables a strong CS workforce for NHSc, owning documentation and training for NHSc O2C procedures, processes, as well as system navigations and is conducting training when required.  The O2C BPL team is responsible to support the customer service organization with order management including returns and refusals, order fulfillment and Accounts Receivable Claims and deductions.

 

The role will be supporting integration projects and also drives continuous improvement projects within the End-to-End processes and systems which support all our NHSc businesses.

 

PRIMARY RESPONSIBILITIES:

 

  • Provides full expertise of systems/tools, processes and people for the CS functions, including order management and returns/refusals
  • Builds / establishes trainings for the new CS organization incl. creation of training plans and helps with continued trainings
  • Shares best practices and documentation with other North American Operating Companies at the function, as well as learning and training organizations in the Market to ensure standardization and implementation of best practices for O2C wherever applicable
  • Builds a comprehensive training library for the NHSc CS group
  • Manages and maintains the central repository for all localized training materials including proper disposition of outdated materials when required
  • Ensures approvals for documentation and training materials
  • Ensures training materials is modified to accommodate business specifics
  • Conducts Trainings as required, especially in the beginning while new organization will be setup
  • Trains the trainer and establishes trainer roles within the new NHSC CS organization
  • Develops, deploys and ensures compliance to the competency matrix for all Job Success Profiles within assigned organization
  • Supports the development of effective subject matter experts within the new center to ensure continuous improvement and application of and adherence to best practices
  • Ensures business process support, including first level problem solving, root cause analysis, and escalation process
  • Ensures business processes are aligned to meet business and customer needs
  • Identifies opportunities and business requirements, designs and implements cross functional solutions that meet business requirements while enhancing our customer’s experience and/ or reducing costs
  • Participates in writing business cases, gathering of data or volumes, in order to support a development/ enhancement request.
  • Participates in strategic projects as required including business integration projects

 

Leadership and other responsibilities:

 

  • Provides development and guidance to the BPL team, covering order fulfillment, management, claims and Deductions, returns and refusals.
  • Collaborates with key stakeholders and business partners within the NHSc organization
  • Drives and encourages continuous improvement mindset applying NCE methodology and utilizes NCE tools and practices where appropriate.
  • Establishes operational and cross-functional meetings per business needs, when required
  • Participate in operational review meetings, where required
  • Audits - Assist with the employee audit process, if requested.
  • PDP - Provide feedback regarding team member performance, if requested.
  • Monitors Reports – Monitor reports on a daily, weekly or monthly basis
  • Segregation of Duty Analysis & Resolution – Responsible for monitoring monthly SOD report, which identifies users with Highly Sensitive Roles or SOD concerns. Submit corrections or take appropriate action, as necessary. 
  • Provides input into the Capability Development strategy according to the latest procedures and experience in training associates
  • Tracks local Capability Development needs not met by standard curriculum

 

REQUIREMENTS AND MINIMUM EDUCATION LEVEL:

 

  • Undergraduate degree strongly preferred

 

EXPERIENCE:

 

  • Mandatory 4 – 6 years’ work experience minimum in Supply Chain (SC) Order to Cash (O2C)
  • Proven successful training expertise, preferably in O2C processes and systems
  • Solid understanding of Lean and NCE methodologies and the application of respective tools to identify areas of waste and develop plans to action opportunities
  • Thorough understanding of Standard Operating Procedures and the O2C End-to-End process

 

SKILLS:

 

  • Excellent written and verbal communication skills
  • Excellent analytical aptitude with a proven ability to analyze/interpret data
  • Well-organized, methodical thinker with excellent decision-making skills
  • Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
  • Proficiency in SAP (preferably GLOBE)
  • Proficiency in BW and Business Objects preferred
  • Strong and creative problem-solving skills
  • Ability to work in a fast-paced environment and handle multiple priorities
  • Ability to work independently with minimal supervision
  • APICS certification (or progress toward certification) beneficial

 

OTHER PERSONAL QUALITIES:

 

  • Strong Customer Service mindset and passion for delighting customers internally and externally
  • Demonstrates a strong desire to develop trust and long-term relationships
  • Proactively seeks continuous process and service improvements
  • Strong result-orientation

 

Requisition ID: 211755 

 

It is our business imperative to remain a very inclusive workplace.

 

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role.  In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities.  Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

 

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, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

 

This position is not eligible for Visa Sponsorship.

 

 

Hoboken, NJ, US, 07030

Hoboken, NJ, US, 07030


Nearest Major Market: New York City
Nearest Secondary Market: Newark

Apply now »