Customer Solutions Assistant (6-Month contract)

1. Demand Capture:

• Complete and resolve all demand capture failures within defined service level agreement

2. Order Filter:

• Contact customer or internal contact to resolve blocked orders within SLA

• Align material information with customer to be able to capture orders

3. Order Fulfilment:

• 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

4. Billing:

• Collaborates with billing in the resolution of billing issues that requires a contact with the customers

5. 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

6. Use of reason code methodology to record appropriately root cause

7. 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

8. Provide 360 visibility on status of orders to customers and internal teams

9. Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines

10. Optimize orders where logistical efficiency is required such as attainment of logistics trade terms

11. Identifying, analyzing, and initiating the escalation process based on the escalation criteria.

12. Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements.

13. Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI's

14. CMI:

• Manage replenishment using information such as sales history, forecast and stock holding within the customer Distribution Centre/Store and Nestlé locations

• Recognize and measure where possible, elements of replenishment from stock holding locations (Nestlé to Customer and Customer Distribution Centre to Store)

• Optimize distribution costs by collaborating with Physical Logistics, Production and Transportation

• Participate in alignment meetings with DSP and Generating Demand - In depth use of the VMI-CMI technical solution, including data maintenance and alignment with Nestlé and Customer systems

15. Participate in NCE operational review meetings and contribute to continuous improvement of demand capture and CMI processes

• At least 1 – 2 years of experience in at least two of the following areas:

o Customer Service/ or Call Centre

o Customer Facing Supply Chain

o Demand & Supply Planning

o Distribution/ Materials Handling

o Sales and/ or Marketing

• Project management experience to implementation of major project(s) or change program(s)

• College/University degree required