At Nestlé Health Science, we believe that nutrition, science, and wellness must merge, not collide. Here, we embrace the intrinsic connections of these three pillars, harnessing their collective strength to empower healthier lives. Our broad product portfolio includes renowned brands like Garden of Life®, Nature's Bounty®, Vital Proteins®, Orgain®, Nuun®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more. We also have extensive pharmaceutical expertise, offering innovative medicines that aim to prevent, manage, and treat gastrointestinal and metabolic-related diseases.
At Nestlé Health Science, we bring our best for better lives. Our people are challenged to bring fresh, diverse views and make bold moves to empower healthier lives through nutrition. We know brilliant ideas can come from anyone, anywhere. Here we embrace the entrepreneurial spirit and collaborate with teams that champion focused and forward thinking. We are committed to fostering professional growth and celebrating the achievements of our people along the way. We offer dynamic career paths, robust development, opportunities to learn from talented colleagues around the globe, and benefits that support physical, financial, and emotional wellbeing.
Join us to innovate for impact and reimagine the future of health and nutrition for patients and consumers.
Job Description:
The Customer Solutions & Claims Associate will serve as the primary point of contact for the customer and Sales force throughout the customer order management process. This role manages order volumes on a targeted selection of Nestle Health Science USA brands for multiple small customers. This role will also be expected to solve routine problems following established policies and procedures and making recommendations on minor changes to address task-related activities within immediate scope.
When fulfilling order management duties, the Customer Solutions & Claims Associate will also be responsible for efficiently and effectively managing the end-to-end order to cash process flow, from intake of customer sales orders through receipt of goods to ensure orders are received in full and on time. This is a remote-based opportunity and will work Monday to Friday (8:30 am to 5:00 pm EST).
Responsibilities:
Demand Capture
• Identify and resolve demand capture failures to ensure timely processing.
• Analyze order exceptions and take action on identified ways to improve customer order patterns and minimize order touches.
• Monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence.
• Monitor and address account specific issues upon receipt of order; problem solve any occurring issues, with minimal support from direct manager, while coordinating with customer and cross functional business partners to ensure blocked orders are processed accurately and within our service level agreements (SLAs).
• Advises Stakeholders of potential delays or inventory challenges that would impact current lead time expectations.
Customer Support and Service
• Facilitate and ensure account specific orders are shipped complete and on time to meet accounts requested delivery dates.
• Follow order through from entry to receipt at the accounts location.
• Identify carrier issues along the way and work with traffic team to solve and notify customer and on carrier issues / delays along the way to keep all informed.
• Track and identify account new item orders.
• Collaborate with order fulfillment and demand planning teams upon receipt of new item order to identify any accuracy issues and ensure order fulfillment.
• Is accountable for driving customer satisfaction by consistently delivering high quality service.
• Manages Stakeholder expectations as it relates to stock availability, order status and delivery execution.
Order Fulfillment
• Collaborate with the Order Fulfillment team on any out of stock or allocation issues, especially for displays, new item launches, customer promotions and own customer communication on mitigation if required in order to ensure fulfillment.
• Collaborate with the Order Fulfillment team to resolve issues preventing delivery note creation (e.g. blocked orders).
• Inform key stakeholders and propose resolution, with minimal support from direct Manager, if issues identified post-delivery not due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues, etc.).
Returns & Refusals
• Be the principal customer contact for capturing, creating and registering all return requests.
• Assess compliance of return requests according to market return policy conditions.
• Obtain authorization from Sales for return requests that exceed market return policy thresholds.
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit/debit value.
• Coordinate destruction or donation of goods when physical return is not warranted.
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing.
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce/eliminate in the future.
Billing & Additional Responsibilities
• Collaborate with the Billing team in the resolution of billing issues that require customer contact.
• Collaborates with key stakeholders and business partners to ensure the quality of processes are aligned to meet the business and customer needs.
• Provide 360° visibility on status of orders to customers and internal teams.
• Apply appropriate root cause reason codes following global reason code methodology.
• Identify, analyze and initiate the escalation process based on escalation criteria
• Drive and encourage a continuous improvement mindset applying the Nestle Centers of Excellence methodology.
• Perform additional duties and tasks as assigned by direct People Leader.
Requirements:
• High School Diploma or GED required; Bachelor’s degree preferred.
• 1+ years of professional work experience working within Supply Chain Customer Service or within a Customer Contact Center environment required, preferably supporting business functions including Order Management, Distribution, Inventory Management, Transportation, etc.
• Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) required.
• Must have excellent communication (oral and written), organization, presentation and stakeholder management skills (including the ability to develop and maintains strong, cross-functional stakeholder relationships).
• Must be a creative and effective problem solver and possess strong time management skills.
• Willing and able to work under pressure to meet tight deadlines with minimal supervision.
• Must be customer-service oriented and team-oriented.
• Must be analytical, detail-oriented, data driven and must possess the ability to seek continuous process and service improvements.
• Experience using SAP, Oracle or any other CRM systems is highly desired.
The approximate pay range for this position is $35,000 to $45,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location.
Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401(K) with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)
Requisition ID:
336165
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.
Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy
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