Customer Solution Analyst

Nestle Middle East

Cairo, Egypt

Ref: GP991-819

Job description / Role

Employment: Full Time

Customer Solution Analyst<br><br>POSITION SNAPSHOT <br> Location: Egypt<br> Company: Nestlé <br><br>Full-time <br><br>Main Purpose of Job: <br><br>To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow being Single Point of Contact for Customers queries, complaints requests. <br><br>A Day in the Life : <br><br>Demand Capture: <br><br>- Complete and resolve all demand capture failures within defined service level agreement" <br><br>Order Filter: <br><br>- Contact customer or internal contact to resolve blocked orders within SLA <br><br>- Align material information with customer to be able to capture orders accurately <br><br>Order Fulfilment: <br><br>- Contact customer, when required, to propose mitigation actions due to Out of Stock risk <br><br>- Mitigate orders failures with customers related to already existing orders <br><br>- Manage Stock Allocation issue that requires a customer contact <br><br>- Solve Delivery Creation issue in collaboration with Order Fulfilment <br><br>- Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Pick & Pack and loading issues, Appointment Scheduling and Delivery delay <br><br>Billing: <br><br>- Collaborates with billing in the resolution of billing issues that requires a contact with the customer" <br><br>Returns and Refusals: <br><br>-Be the point of contact for the customer for all returns and refusals <br><br>-Analyze reasons for refusals and contact customers to propose mitigation actions for refusals <br><br>-Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place <br><br>-Manage and monitor the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case <br><br>-Provide guidance and help with missing documentation -when needed- to Claims Management on the returns and refusals acceptance / non acceptance <br><br>-Inform Sales about non accepted returns and request for their approval when needed - Market dependent <br><br>- 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 <br><br>- Provide 360 visibility on status of orders to customers and internal teams <br><br>- Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines <br><br>- Optimize orders where logistical efficiency is required such as attainment of logistics trade terms <br><br>- Identifying, analyzing, and initiating the escalation process based on the escalation criteria. <br><br>- Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements. <br><br>- Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI's <br><br>- Participate in operational review meetings and contribute to continuous improvement E2E <br><br>Are you a fit? <br><br><br> - 2-4 years' experience within a Nestle market, region or CoC environment <br> - Experience with and strong focus on customers <br> - Strong Agilities and customers centricity mindset <br> - Supply Chain and Demand Management knowledge and expertise <br> - Project Management Experience is a plus <br> - College/University degree required <br><br>

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.

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