[Hiring] Customer Solutions & Claims Associate @Nestle Operational Services Worldwide SA

Role Description

The Associate Customer Solutions & Claims supports call center activities related to the Nestlé Health Science Medical Nutrition business providing best-in-class customer service within the customer interaction process. This role receives customer calls, captures and processes customer orders, and documents and resolves customer inquiries in an accurate and timely manner.

Key Responsibilities

• Capture incoming telephone demand from customers and ensure all required information is obtained to enable error-free order creation.
• Create and categorize all types of interaction and feedback from customers, resolve if possible or assign to the appropriate team for resolution.
• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence.
• Contact the customer when required due to Out of Stock or Stock Allocation issues.
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block).
• Contact the customer and propose a resolution if there are issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues, etc.).
• Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC, etc.) to ensure the quality of processes are aligned to meet the business and customer needs.
• Provide 360° visibility on status of orders to customers and internal teams.
• Apply appropriate root cause reason codes following global Reason Code Methodology.
• Identify, analyze and initiate the escalation process based on escalation criteria.
• Drive and encourage continuous improvement mindset applying NCE methodology.
• Participate in and facilitate Nestlé Continuous Excellence (NCE) operational review meetings.

Qualifications

• High school diploma or equivalent required.
• Undergraduate degree strongly preferred.
• Availability/flexibility to work different shifts based on customer geography/time zone.
• Must have reliable internet service provider with direct access to modem for ethernet connection (no wi-fi or hot spot allowed) if working from home, as well as dedicated work area to handle customer calls and work equipment.
• 1+ years’ experience in a call center or related environment; order fulfillment experience strongly preferred.

Skills

• Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook).
• Proficiency in SAP, BW and Business Objects preferred.
• 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.
• Strong and creative problem-solving skills.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Ability to work independently with minimal supervision.
• 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.
• Must have strong results-orientation.

Salary and Benefits

• Salary: $44,262.00 to $63,419.00 per year.
• Bonus Eligibility: Yes.
• Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits.

Company Description

It is our business imperative to remain a very inclusive workplace. To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.