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>