Customer Solution Analyst OOH

 

Position Snapshot: 

 

• Location: Esplugues de Llobregat
• Type of Contract:  Permanent
• Business :  Supply Chain
• Type of work: Hybrid

 

 

 

Position Summary

 

To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow for Out of Home Customers (Nestlé Waters, Nestlé Professional and Export Industrial & Cobranding).

 

 

 

A day in the life…

 

• Demand Capture:
  • Complete and resolve all demand capture failures within defined service level agreement.
  • Lead order automation to minimize order entry mistakes
  • Ensure product substitution to avoid sales loss due to delisted SKU's
• Order Filter:
  • Contact customer or internal contact to resolve blocked orders within SLA.
  • Align material information with customer to be able to capture orders.
• Order Fulfilment:
  • Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out of Stock Repository.
  • Apply the mitigation agreed with customer if related to already existing orders or Request to Order Fulfilment to setup the mitigation action for future orders
  • Manage Stock Allocation issue that requires a customer contact.
  • Manage Delivery Creation issue in collaboration with Order Filtering and/or ICC(Interface Centre of Competence).
  • Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Carrier Selection, Appointment Scheduling and Delivery delay.
  • Contact the customer and propose a resolution in case of Physical Logistics(Warehouse) issue related to Warehouse Capacity and/or Pick&Pack and loading issues.
• Billing:
  • Collaborates with billing in the resolution of billing issues that requires a contact with the customer.
  • Support Sales Team in price analysis to achieve Perfect Invoice to end customers.
• Returns and Refusals:
  • Be the principal contact for the customer for all returns and refusals
  • Capture and register Returns and Refusals requests through Customer Interaction.
  • Analyze reasons for refusals and contact customers to propose mitigation actions for refusals.
  • Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of  credit/debit value.
  • Manage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case.
  • Manage, monitor and coordinate of the destruction of goods - when needed with Physical logistics and 3rd party providers.
  • Provide guidance and help with missing documentation -when needed- to Claims Management on the returns and refusals acceptance / non acceptance
  • Inform Sales about non accepted returns and request for their approval when needed - Market dependent.
• Use of reason code methodology to record appropriately root cause.
• Collaborate with relevant specialists (in COC and Market) to determine and better understand cause of master data and pricing exceptions that cause blocks or order failure - e.g. COC O2C Master Data Specialist and COC Pricing Analyst.
• Provide 360 visibility on status of orders to customers and internal teams.
• Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines.
• Optimize orders where logistical efficiency is required such as attainment of logistics trade terms.
• Identifying, analyzing, and initiating the escalation process  based on the escalation criteria.
• Implement and provide support to clients in the digital solutions defined by the Company (Customer Portal, Connect).
• Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements.
• Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI's.
• Participate in NCE operational review meetings and contribute to continuous improvement of demand capture process.
• Comply with health and safety commitments and standards, as well as the environment in an active and collaborative way.
• Knowledge of the process and the safety, quality, and environmental standards applicable to your position, as defined in the integrated NMS. Complete the mandato