Customer Solutions & Claims Associate

Foods people love. Brands people trust. And a career that nourishes your future like no other.

If you're driven by the passion to do something meaningful that changes lives, Nestle is the place for you. Nestle USA is one of seven operating companies that make up Nestle's presence in the United States. We're in 97% of American homes, and as the leading food and beverage company, our goals are to continue to deliver quality food and beverage products, strengthen our local communities, and reduce our environmental and climate impact.

We're determined to challenge the status quo and be better tomorrow than we are today. As individuals and teams, we embrace our entrepreneurial culture and have created a workplace where collaboration is essential, courage is rewarded, speed is expected, and agility is the norm to delight our consumers every single day. Here, you will find limitless opportunities to learn and advance your career and feel empowered to succeed in the workplace and beyond. Because our focus is not only on nourishing our customers, but also about enriching you.

This position is not eligible for Visa Sponsorship.

Nestle Coffee Partners is on a mission to elevate how consumers experience coffee. With brands like Starbucks, Seattle's Best Coffee, Blue Bottle Coffee, and Nescafe, our diverse portfolio is brimming with rich and fulfilling opportunities for motivated people that are passionate about coffee.  Our Seattle office provides an inspiring and high-energy work environment that fuels our fast-paced growth.  Across our company, we create a workplace where partnership is essential, courage is rewarded, speed is expected, and agility is the norm to delight our consumers every single day.

Solutions Lab is the team within Nestle Coffee Partners that elevates coffee and tea experiences for consumers outside of their homes.  We help our business partners create moments for consumers across many segments including hotels, resorts, universities, hospitals, offices, airlines, cruise lines, and community living.

Position Summary

Solutions Lab is seeking a Customer Solutions Associate that will serve as the primary point of contact and advocate for the customer and is responsible to optimize orders while driving efficiency and minimizing waste throughout the End-to-End Order to Cash process flow.  

Summary of Key Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:

• Receive and submit orders on behalf of customers.
• Identify and resolve demand capture failures within defined Service Level Agreement (SLA)
• Order Filter:
• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
• Collaborate with customer or cross functional business partners to resolve blocked orders within SLA
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)  
  Order Fulfillment: 
• Contact 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 customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)
  Returns and Refusals:
• Be principal customer contact for capturing, creating and registering all return requests 
• Assess compliance of Return Requests according to Market Return Policy Conditions 
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds 
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value
• Coordinate destruction or donation of goods when physical return is not warranted
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing 
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future

Requirements & Experience:

• Undergraduate degree strongly preferred

• 2  years' experience in Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc. is preferred.

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
   Strong and creative problem-solving 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
   Ability to work independently with minimal supervision

The approximate pay range for this position is $55-65k. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and abilities as well as geographic location of the position.

Nestle 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. Incentives and/or benefit packages may vary depending on the position.  About Us | Making an Impact | Nestle Careers (nestlejobs.com)

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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 Nestle. 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.  Nestle seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestle home.

The Nestle 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, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.