Customer Solution & Claims Specialist- Export (Remote)

 

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 Summary:

 

The Customer Solutions & Claims Specialist is the primary point of contact for customers and the sales organization, managing the end-to-end Order to Cash and reverse logistics processes to ensure a seamless customer experience. This role drives order accuracy, on-time delivery, and efficient resolution of returns, refusals, and OS&D issues. By independently resolving complex challenges, collaborating across functions, and identifying continuous improvement opportunities, the Specialist helps maximize customer satisfaction, strengthen customer relationships, and support the organization's service, revenue, and operational performance goals.

 

Location Preference: This role is primarily remote; however, candidates located on Long Island, NY are strongly preferred to support in-person trainings, meetings, and other business needs.

 

 

Responsibilities:

 

• Analyze order exceptions and identify opportunities to improve customer order patterns and reduce order touches
• Coordinate with customer carriers to secure ocean bookings and air freight shipments, ensuring pickup and delivery meet required cutoff dates
• Monitor account-specific issues upon order receipt; independently resolve issues and coordinate with customers and cross-functional partners to process blocked orders within SLA requirements
• Ensure account-specific orders are shipped complete and on time, tracking orders from entry through receipt and resolving carrier issues with the traffic team while communicating delays to customers
• Monitor open orders in accordance with the Daily Activity Schedule and required task cadence
• Advise stakeholders of potential delays or inventory challenges that may impact lead time expectations
• Review and align to general requirements within IMS Product Briefs
• Optimize distribution costs through collaboration with Physical Logistics, Demand & Supply Planning (DSP), Transportation, and Supply Chain Analytics
• Ensure warehouse time slots are utilized to support workload requirements
• Partner with the Order Fulfillment team to resolve out-of-stock and allocation issues, including displays, new item launches, and customer promotions, and communicate mitigation plans when needed
• Generate and compile all required export documentation, including Certificates of Origin, Health Certificates, Chamber of Commerce documentation, USDA documentation, Certificates of Free Sale, Seaway BOLs, Batch Mark Lists, and Shipper's Letters of Intent/Instructions
• Provide visibility to customers and internal teams on order status and apply appropriate root cause reason codes in accordance with global methodology
• Capture, create, and register return requests accurately while analyzing reasons for refusals
• Assess return request compliance with Market Return Policy conditions and obtain Sales authorization when requests exceed policy thresholds
• Propose mitigation actions to reduce or eliminate future return and refusal issues
• Prioritize "drive waiting" inquiries to reduce carrier and driver wait times at customer