Customer Solutions and Claims Specialist

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. 
 

POSITION OVERVIEW:

The Customer Solutions and Claims Specialist serves as the primary point of contact for the customer and sales force throughout the customer order management process. The Specialist role manages high order volume on all NHS brands with either a top customer or multiple larger customers. This role leads customer meetings and operational reviews, with minimal to no supervision and is expected to go above and beyond for our customers, sales force and internal cross functional business partners.  The incumbent is expected 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 customers’ expectations. 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. 

KEY RESPONSIBILITIES:

• 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.
• 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 accounts location.  Identify carrier issues along the way and work with traffic team to solve. Notify customer and 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.
• Optimizes distribution costs by collaborating with cross-functional business partners such Physical Logistics, Demand and Supply Planning (DSP), Transportation and Supply Chain Analytics.
• Manages Stakeholder expectations as it relates to stock availability, order status and delivery execution.
• 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.