Customer Solution Analyst

10 hours 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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