Demand Capture Lead Specialist

Position Snapshot

Location: Linda-a-Velha, Lisbon, Portugal
Company: Nestlé Business Services Lisbon (NBS Lisbon)
Full-time

At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.

Main Purpose of the Job

• The NBS Demand Capture Lead Specialist has the overall responsibility for supervising the operational Demand Capture processes and services provided by NBS for markets in-scope;

• Managing and developing the team through regular communication, training and evaluation sessions;

• Ensuring all procedures and guidelines adherence by team;

• Cooperating with business partners within agreed KPIs;

• Provide high standard client service within defined SLAs;

Key Outputs / Deliverables

• Manage Demand Capture, in both manual and electronic order methods;

• Execute all activities within the service level agreements;

• Report any system failures for resolution or process improvement;

• Liaise with Centre of Competence and Master Data to resolve exceptions/ failures for electronic and digitalized demand capture within the time period of defined service level agreement;

• Liaise with Centre of Competence and Master Data to resolve exceptions/ failures for order blocks related to missing information;

• Supervise implementation and execution of team’s daily activities and functions in team;

• Ensure Global and E2E compliance for activities performed in team;

• Work on implementation of O2C plans and objectives, in line with NBS Centre and NGBS strategies;

• Monitor, perform and execute the performance Service Level Agreements (SLA’s) and indicators of services (KPI's);

• Analyse periodic reports;

• Drive action plans to correct deviations in services and ensure process improvement;

• Identify and leads the resolution of the issues in team that affects the performance or services given;

• Perform periodic operational reviews with AR Lead;

• Perform Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible;

• Collaborate with specific IBP in implementing best practices of AR processes;

• Responsible for issue escalation to Manager/ Lead;

• Promote and support NCE Mindset among the Team. Leverage and capture NCE potential through the usage of DORs/WORs/MORs/GSTD/FI/ and other tools;

• Ensure compliance with Nestle standards including effective management of SODs, updated standard routines, documentation of previous audit points, and adherence to CBP (Control Best Practices);

• Leads the team in establishing and accomplishing objectives as aligned with the stream priorities. Evaluates team performance and conducts regular appraisals;

• Ensures appropriate controls and audits are in place and carried out as agreed • Close audit gaps based on Nestle Group Audit Assessment and sustain results;

Critical Experiences

• Bachelor’s degree in Business, Supply Chain Management, or a related field; Master’s degree preferred.
• Minimum of 3 years of experience in Demand Capture operations, with a focus on retail or consumer goods.
• Extensive knowledge of SAP and EDI systems.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and leadership abilities.
• Proven track record of working collaboratively in a team-oriented environment.
• Positive Thinking, willingness to learn and Team Player attitude required
• Good problem solving, attention to details and analytical skills;
• Good Organization and Prioritization skills to be able to cope with a fast pace environment;
• Strong work ethic and Respectfulness required;
• Good understanding of the general Nestlé structure, knowledge of Corporate business principles and Nestle Leadership Framework;
• Good understanding of Shared Service Center operations, internal and external business environment and business processes;
• Advanced knowledge of GLOBE best practices for Order to cash E2E processes and SAP
• System knowledge of EDI solutions
• Advanced working knowledge of order management and replenishment
• Advanced knowledge of customer service processes and tools
• Team Player with proactive attitude
• Having some leadership skills (e.g. enabling results through others, courage)
• Good presentation, communication and conflict management skills
• Being the Role model for the team