Customer Solution & Claims Manager

Foods you love. Brands you trust. And a career that empowers you to grow. 
 
At Nestlé USA, we’re all working towards the same goal – to delight and deliver for our consumers. With a rich portfolio of beloved brands, including DiGiorno, Toll House, and Coffee mate, in 97% of U.S. households, we have a unique opportunity – and responsibility – to be there for every moment in our consumers’ lives.

 

Joining Nestlé means becoming part of an inclusive workplace that inspires innovation, encourages strategic thinking and creativity, and celebrates your achievements. No matter where you work within the organization, you are empowered to challenge the status quo, embrace risk-taking, and pioneer new ideas. Our supportive and collaborative environment encourages bold ambitions and continuous learning so that everyone can grow and thrive.
 
This position is not eligible for Visa Sponsorship.

 

 

POSITION SUMMARY: 
The Customer Solution provides overall leadership to the Customer Solution team to drive efficiencies and minimize waste and complexities in the O2C process. This role will collaborate closely with cross-functional business partners as well as the Center of Competence (CoC) and the Center of Scale (CoS).

 

PRIMARY RESPONSIBILITIES:
Leadership: 

• Manage and oversee all activities performed by the Customer Solution Analysts in the area of Demand Capture, Order Filter, Order Fulfillment, Returns and Refusals and Billing processes within defined Service Level Agreement (SLA)
• Lead the Customer Solution team to ensure they provide the highest quality of service to customers as the CSA is the primary point of contact for customers 
• Provide guidance on exception and escalation handling 
• 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
• Attend 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 with the Customer Solutions and Claims teams

 

People Development:

• Coach and develop direct reports, assess their readiness for new roles and identify individual development plans
• Manage performance of direct reports including regular check-ins and performance evaluations 

 

EXPERIENCE/REQUIREMENTS:

• Undergraduate Degree and/or 5+ years experience in Supply Chain (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning, etc.) or related O2C area  preferred
• Availability / flexibility to work different shifts based on customer geography/time zone; or 7 day operations

 

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 Business Objects preferred
• Ability to work in a fast paced environment and handle multiple priorities
• APICS certification (or progress toward certification) beneficial
• Strong business orientation and solid understanding of End-to-End Supply Chain processes
• Strong Customer Service mindset and passion for delighting customers internally and externally
• Demonstrates a strong desire to develop trust and long term relationships
• Proactively seeks continuous process and service improvements
• Strong result-orientation

 

REQUISITION ID:

342037 

 

It is our business imperative to remain a very inclusive workplace.

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