Customer Solution Analyst

Job description / Role

Position Summary
- To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.

A Day In The Life

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 Fulfillment:
- 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 existing 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 principal contact for the customer for all returns and refusals
- Capture and register Returns and Refusals requests through Customer Interaction
- Analyze 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 logistics 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
- Provide 360 visibility on status of orders to customers and internal teams
- 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
- 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

Requirements

What will make you successful:
- Strong business perspective understanding
- Passion for working with customers, internally and externally
- Analytic endowment
- Shows a strong desire to develop trust and long term relationships
- Proactiveness for service improvements and responsive to customer demands

About the Company

Nestle with headquarters in Vevey, Switzerland was founded in 1866 by Henri Nestle and is today the world's biggest food and beverage company. Sales for 2006 were CHF 98.5 bn, with a net profit of CHF 9 bn. We employ around 265,000 people and have factories or operations in almost every country in the world.

The Company's strategy is guided by several fundamental principles. Nestle's existing products grow through innovation and renovation while maintaining a balance in geographic activities and product lines. Long-term potential is never sacrificed for short-term performance. The Company's priority is to bring the best and most relevant products to people, wherever they are, whatever their needs, throughout their lives.