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Nestle Customer Solutions Manager in Solon, Ohio

POSITION SUMMARY:

The Customer Solution provides overall leadership to the Customer Solution team to drive efficiencies and minimize waste and complexities in the O2C process. This role will collaborate closely with cross-functional business partners as well as the Center of Competence (CoC) and the Center of Scale (CoS).

PRIMARY RESPONSIBILITIES:

Leadership:

  • Manage and oversee all activities performed by the Customer Solution Analysts in the area of Demand Capture, Order Filter, Order Fulfillment, Returns and Refusals and Billing processes within defined Service Level Agreement (SLA)

  • Lead the Customer Solution team to ensure they provide the highest quality of service to customers as the CSA is the primary point of contact for customers

  • Provide guidance on exception and escalation handling

  • Work closely with the CoC and CoS to increase standardization and shareability opportunities

  • Lead the team towards a continuous improvement mindset in partnership with the process optimization team in the CoC

  • Oversee target achievements, KPI, PPI, and Heath Check attainments of the team and provide guidance for improvements

Operations:

  • Monitor aging of open orders for exception management and escalation as necessary

  • Attend meetings addressing issues and insights from customer interaction data as well as escalations initiated by customers or other teams

  • Participate in cross stream projects to identify continuous improvement opportunities based on problem solving and root cause analysis

  • Participate in functional and cross-functional Operational Reviews with the Customer Solutions and Claims teams

People Development:

  • Coach and develop direct reports, assess their readiness for new roles and identify individual development plans

  • Manage performance of direct reports including regular check-ins and performance evaluations

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REQUIREMENTS AND MINIMUM EDUCATION LEVEL:

  • Undergraduate degree required

  • Availability / flexibility to work different shifts based on customer geography/time zone; or 7 day operations

EXPERIENCE:

  • 5+ years experience in Supply Chain, Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning or related field.

SKILLS:

  • Strong leadership skills with proven ability to manage and develop individuals and teams effectively

  • Strong negotiation and collaboration skills to influence stakeholders at all levels within the organization

  • Strong project management skills beneficial

  • Strong and creative problem-solving skills

  • Excellent written and verbal communication skills

  • Excellent analytical aptitude with a proven ability to analyze/interpret data

  • Well-organized, methodical thinker with excellent decision-making skills

  • Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)

  • Proficiency in SAP, BW and Business Objects preferred

  • Ability to work in a fast paced environment and handle multiple priorities

  • APICS certification (or progress toward certification) beneficial

OTHER PERSONAL QUALITIES:

  • Strong business orientation and solid understanding of End-to-End Supply Chain processes

  • Strong Customer Service mindset and passion for delighting customers internally and externally

  • Demonstrates a strong desire to develop trust and long term relationships

  • Proactively seeks continuous process and service improvements

  • Strong result-orientation

The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

EOE M/F/D/V Nestle is an Equal Opportunity Employer and is looking for diversity in candidates for employment. All candidates must apply online at Nestlejobs.com

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