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Customer Service Supervisor

Customer Service Supervisor

Rhodes,Sydney, NSW, AU, 2138

Rhodes,Sydney, NSW, AU, 2138

Position Summary

Collaboration, enthusiasm and an eagerness to learn is encouraged                    
Reporting to the Customer Solutions Team Lead, responsible for the effective management of a team focused on retail customers ensuring accuracy, timeliness of execution and agreed levels of customer service and satisfaction.

A day in the life of...

The purpose of the role is to ensure the optimum planning and satisfaction of customer replenishment needs in the most cost effective way. To be the face of Nestlé for the customer, responsible for maximising service to customers whilst enhancing every day operations through efficient management of customer order profiles. Key Responsibilities include:
• Ensure the team is resourced adequately to meet daily order to cash demands and respond to Customer communications.
• Ensure that team KPIs are captured and regular check-ins are done with the team to drive performance and improvement to help team members achieve their goals.
• Provide support to the CSA team leader including coverage
• As a key escalation point for customer queries and internal stakeholder management 
• Consult with internal stakeholders to identify options to resolve blocked orders within SLA. Contact customer with recommended solutions.
• Align Material information with customer to be able to capture orders
• Be the escalation contact for all customer returns and refusals
• Analyse reasons for refusals and contact customers to propose mitigation actions for refusals
• Primary contact point for customers for all order fulfilment issues
• Collaborate with Billing in Centre of Scale to resolve billing issues that require contact with the customer.
• Use reason code methodology to record appropriately root cause

What will make you successful

• Minimum of 3 years’ experience in similar role
• Strong evidence of customer service skills and ability to deal with managing conflict & sensitive topics
• Strong commercial acumen and have exposure within Customer Service and desirably within FMCG, Sales or Supply Chain.
• You possess significant interpersonal, networking and relationship skills
• Ability to quickly acquire new knowledge and keep up to date of changes within the customer service area
• Strong attention to detail and time management skills

Our Story

Nestlé enjoys a reputation as one of the world’s largest FMCG companies and we are driven by our purpose - enhancing quality of life and contributing to a healthier future. Our inclusive and high performance culture is a testament to the great training, development, rewards and recognition we extend to every member of our 5,000-strong Oceania workforce. Nestlé Oceania supports a culture of diversity and inclusion in all that we do. Take a look at https://www.nestle.com.au/careers/ to see some of the ways we live and practice this every day in our workplace.
For more information please visit our website @ www.nestle.com.au/careers  or Our LinkedIn page http://www.linkedin.com/company/nestle-s-a-  
Interested? Apply online today

Position Summary

Collaboration, enthusiasm and an eagerness to learn is encouraged                    
Reporting to the Customer Solutions Team Lead, responsible for the effective management of a team focused on retail customers ensuring accuracy, timeliness of execution and agreed levels of customer service and satisfaction.

A day in the life of...

The purpose of the role is to ensure the optimum planning and satisfaction of customer replenishment needs in the most cost effective way. To be the face of Nestlé for the customer, responsible for maximising service to customers whilst enhancing every day operations through efficient management of customer order profiles. Key Responsibilities include:
• Ensure the team is resourced adequately to meet daily order to cash demands and respond to Customer communications.
• Ensure that team KPIs are captured and regular check-ins are done with the team to drive performance and improvement to help team members achieve their goals.
• Provide support to the CSA team leader including coverage
• As a key escalation point for customer queries and internal stakeholder management 
• Consult with internal stakeholders to identify options to resolve blocked orders within SLA. Contact customer with recommended solutions.
• Align Material information with customer to be able to capture orders
• Be the escalation contact for all customer returns and refusals
• Analyse reasons for refusals and contact customers to propose mitigation actions for refusals
• Primary contact point for customers for all order fulfilment issues
• Collaborate with Billing in Centre of Scale to resolve billing issues that require contact with the customer.
• Use reason code methodology to record appropriately root cause

What will make you successful

• Minimum of 3 years’ experience in similar role
• Strong evidence of customer service skills and ability to deal with managing conflict & sensitive topics
• Strong commercial acumen and have exposure within Customer Service and desirably within FMCG, Sales or Supply Chain.
• You possess significant interpersonal, networking and relationship skills
• Ability to quickly acquire new knowledge and keep up to date of changes within the customer service area
• Strong attention to detail and time management skills

Our Story

Nestlé enjoys a reputation as one of the world’s largest FMCG companies and we are driven by our purpose - enhancing quality of life and contributing to a healthier future. Our inclusive and high performance culture is a testament to the great training, development, rewards and recognition we extend to every member of our 5,000-strong Oceania workforce. Nestlé Oceania supports a culture of diversity and inclusion in all that we do. Take a look at https://www.nestle.com.au/careers/ to see some of the ways we live and practice this every day in our workplace.
For more information please visit our website @ www.nestle.com.au/careers  or Our LinkedIn page http://www.linkedin.com/company/nestle-s-a-  
Interested? Apply online today

Apply now »