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SalaryCustomer Solutions & Claims Specialist (Exports - Remote Opportunity)
At Nestlé Health Science, we believe that nutrition, science, and wellness must merge, not collide. Here, we embrace the intrinsic connections of these three pillars, harnessing their collective strength to empower healthier lives. Our broad product portfolio includes renowned brands like Garden of Life®, Nature's Bounty®, Vital Proteins®, Orgain®, Nuun®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more. We also have extensive pharmaceutical expertise, offering innovative medicines that aim to prevent, manage, and treat gastrointestinal and metabolic-related diseases.
At Nestlé Health Science, we bring our best for better lives. Our people are challenged to bring fresh, diverse views and make bold moves to empower healthier lives through nutrition. We know brilliant ideas can come from anyone, anywhere. Here we embrace the entrepreneurial spirit and collaborate with teams that champion focused and forward thinking. We are committed to fostering professional growth and celebrating the achievements of our people along the way. We offer dynamic career paths, robust development, opportunities to learn from talented colleagues around the globe, and benefits that support physical, financial, and emotional wellbeing.
Join us to innovate for impact and reimagine the future of health and nutrition for patients and consumers.
Job Description:
The Customer Solutions & Claims Specialist (Exports) will be the primary point of contact for the customer and sales force throughout the customer order management process. When fulfilling order management duties, this role is responsible for efficiently and effectively managing the end-to-end Order to Cash process flow, from intake of customer sales orders through receipt of goods to ensure orders are received in full and on time. This position will also be responsible for efficiently managing the reverse logistics process which includes returns, refusals and any overages, shortages and damages (OS&D). This role is expected to go above and beyond for our customers, sales force and internal cross functional business partners with the ability to be an independent thinker who troubleshoots complex issues, determines and performs the actions needed to resolve unexpected situations and drives constant improvement leading to exceeding our customer’s expectations. This role works Monday to Friday and is a remote-based opportunity.
Responsibilities:
Demand Capture and Order Filter
The Customer Solutions & Claims Specialist (Exports) will be the primary point of contact for the customer and sales force throughout the customer order management process. When fulfilling order management duties, this role is responsible for efficiently and effectively managing the end-to-end Order to Cash process flow, from intake of customer sales orders through receipt of goods to ensure orders are received in full and on time. This position will also be responsible for efficiently managing the reverse logistics process which includes returns, refusals and any overages, shortages and damages (OS&D). This role is expected to go above and beyond for our customers, sales force and internal cross functional business partners with the ability to be an independent thinker who troubleshoots complex issues, determines and performs the actions needed to resolve unexpected situations and drives constant improvement leading to exceeding our customer’s expectations. This role works Monday to Friday and is a remote-based opportunity.
Responsibilities:
Demand Capture and Order Filter
- Analyze order exceptions and take action on identified ways to improve customer order patterns and minimize order touches.
- Identify and resolve demand capture failures to ensure timely processing.
- Monitor and address account specific issues upon receipt of order; independently problem solve any occurring issues, while coordinating with customer and cross functional business partners to ensure blocked orders are processed accurately and within our Service Level Agreement (SLA).
- Monitor open orders according to the daily activity schedule and ensure adherence to the tasks and cadence.
- Advises stakeholders of potential delays or inventory challenges that would impact current lead time expectations.
- Collaborate with the Market and Intermarket Supply Planner to ensure General Shipping Instructions (GSI) are updated yearly to comply with Nestle compliance program.
- Review and align on General requirements within IMS Product Briefs.
Manage Customer Support and Service
- Responsible and independent decision maker for multi-million-dollar sales orders from the time customer orders are placed to their delivery at the customers location.
- Main communicator to the customer on out-of-stock product, including back in stock date. Independent decision maker on whether to hold the order for product or cut from the order.
- Facilitate and ensure account specific orders are shipped complete and on time to meet accounts requested delivery dates. Follow order through from entry to receipt at the account’s location.
- Identify carrier issues along the way and work with traffic team to solve.
- Notify customer on carrier issues/delays along the way to keep all informed.
- Track and identify account new item orders.
- Collaborate with order fulfillment and demand planning teams upon receipt of new item order to identify any accuracy issues and ensure order fulfillment.
- Is accountable for driving customer satisfaction by consistently delivering high quality service.
- Optimizes distribution costs by collaborating with cross-functional business partners such Physical Logistics, Demand and Supply Planning (DSP), Transportation and Supply Chain Analytics.
- Drive a Continuous Improvement culture by consistently leading and participating in small projects and events to improve a process or eliminate waste.
- Manages Stakeholder expectations as it relates to stock availability, order status and delivery execution.
- Participate in weekly customer and cross functional supply chain meetings (Supply Planning, Packaging, Transportation, Warehouse, Sales).
- Manages Stakeholder expectations as it relates to stock availability, order status and delivery execution.
- Track and identify account new items orders. Collaborate with order fulfillment and demand planning teams upon receipt of new item order to identify any accuracy and ensure order fulfillment.
- Ensure warehouse time slots are filled to ensure workload.
Order Fulfillment
- Collaborate with Order Fulfillment team on any out of stock / allocation issues, especially for displays, new item launches, customer promotions and own customer communication on mitigation if required in order to ensure fulfillment.
- Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. blocked orders).
- Inform Key Stakeholders and propose resolution if issues identified post-delivery not due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.).
- Responsible for generating/compiling all export documentation – Certificate of Origin, Health Certificates, Chamber of Commerce, USDA, Certificate of Free Sale, Seaway BOL, Batch Mark List , Shipper’s Letter of Intent/Instructions, etc.
- Coordinates directly with customer carriers to secure ocean bookings and air freight shipments to ensure freight is scheduled and picked up to meet cutoff dates.
Billing
- Collaborates with Billing in the resolution of billing issues that require customer contact.
- Review and validate Export IMS complaints and collaborate with Claims Associate to generate credits.
Returns
- Capture, create and register all return requests accurately as the principal customer contact.
- Analyze reasons for refusals.
- Create refusals using appropriate order reason code and correct pricing prior to billing.
- Assess and determine compliance of return requests according to Market Return policy conditions.
- Obtain authorization from Sales for return requests that exceed Market Return policy thresholds.
- Ensure all relevant documentation is provided for analysis of credit/debit value.
- Validate returned product is in sellable condition.
- Coordinate destruction or donation of goods when physical return is not warranted.
- Propose mitigation actions with customers to reduce/eliminate in the future.
OS&D (Overage, Shortages, Damages) including Refusals.
- Manage all incoming refusal inquiries from carriers requiring disposition on returning or destroying material.
- Prioritize “drive waiting” inquiries to reduce carrier/driver wait times at customer location.
- Resolve cross-functional business partners and external partners issues in a timely manner.
- Weigh customer needs, facility requirements ,carrier capacity and make decisions and/or escalate as appropriate.
- Partner with the Transportation team on Freight claims.
Additional Duties and Responsibilities
- Collaborates with key stakeholders and business partners to ensure the quality of processes are aligned to meet the business and customer needs.
- Provides 360° visibility on status of orders to customers and internal teams.
- Applies appropriate root cause reason codes following global reason code methodology.
- Identifies, analyzes and initiates the escalation process based on escalation criteria.
- Drives and encourages continuous improvement mindset applying NCE methodology.
- Performs additional duties and responsibilities as assigned by direct Manager.
Requirements:
- High School Diploma or GED required; Bachelor’s degree preferred.
- 2+ years of relevant work experience within a Supply Chain function required (i.e.: Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.).
- Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) required.
- Must have excellent communication (oral and written), teamwork, organizational, presentation and stakeholder management skills (including the ability to build cross-functional stakeholder relationships).
- Must be customer-service and detail-oriented, as well as possess strong critical thinking and problem-solving skills.
- Must be results-oriented.
- Willing and able to work under pressure to meet tight deadlines with minimal supervision.
- Working knowledge of export business a plus.
- Experience with CRM systems such as SAP, Power BI or Business Objects is highly desired.
- Willing and able to travel up to 5% based on the needs of the team and the business.
The approximate pay range for this position is $55,000 to $65,000. 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 knowledge, skills and abilities, as well as geographic location.
Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)
Requisition ID:
285057
Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)
Requisition ID:
285057
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.
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, 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.
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Bohemia, NY, US, 11716
