Customer Solutions Manager

 

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, Nestlé is the place for you. Nestlé USA is one of seven operating companies that make up Nestlé’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.

 

 

The Health Science Customer Solutions Manager provides overall leadership to the Health Science Customer Solution and Claims teams, as well as the Customer Interaction Representatives. The position will collaborate closely with cross-functional business partners as well as the Center of Competence (CoC) and the Center of Scale (CoS) to drive efficiencies and minimize waste and complexities in the O2C process.

 

 

Leadership:

• Manage and oversee all activities performed by the Customer Solution Analysts (CSA) in the area of Demand Capture, Order Filter, Order Fulfillment, Returns and Refusals and Billing processes within defined Service Level Agreement (SLA)
• Manage and oversee all activities performed by the Claims Analysts in the area of Claims investigation and Deduction resolution
• Monitor the incoming and outgoing telephone communication by the Customer Interaction Representative (CIR) team to ensure they are providing best in class customer service within the customer interaction process
• Ensure proper communication protocols are followed while promoting the development of strong customer relationships to support business growth
• Provide overall guidance on resolution of product substitutions, resolution of customer complaints, order exceptions and escalations, and outbound call schedules
• 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
• Maintain adequate staffing to ensure business needs are met

• Facilitate 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

 

People Development:

• Coach and develop direct reports, assess their readiness for new roles, and identify/customize individual development plans with them
• Manage performance of direct reports and conduct yearly evaluations for team members

 

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 (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning, etc.) or related O2C area

 

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