Customer Solution Analyst

3 days ago


مصر, Egypt Nestle Full time

**Customer Solution Analyst**

**POSITION SNAPSHOT**
Location: Egypt
Company: Nestlé

Full-time

**Main Purpose of Job**:
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.

**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 accurately

**_Order Fulfilment: _**
- Contact customer, when required, to propose mitigation actions due to Out of Stock risk
- Mitigate orders failures with customers related to already existing orders
- Manage Stock Allocation issue that requires a customer contact
- Solve Delivery Creation issue in collaboration with Order Fulfilment
- 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

**_Billing: _**
- Collaborates with billing in the resolution of billing issues that requires a contact with the customer"

**_Returns and Refusals: _**
- Be the point of contact for the customer for all returns and refusals
- 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
- Manage and monitor the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
- 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
- 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
- Provide 360 visibility on status of orders to customers and internal teams
- Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines
- Optimize orders where logístical 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 operational review meetings and contribute to continuous improvement E2E

**Are you a fit?**
- 2-4 years’ experience within a Nestle market, region or CoC environment
- Experience with and strong focus on customers
- Strong Agilities and customers centricity mindset
- Supply Chain and Demand Management knowledge and expertise
- Project Management Experience is a plus
- College/University degree required



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