Customer Solutions & Claims Associate (Remote Opportunity)

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. 
 

Job Description: 

The Customer Solutions & Claims Associate will serve as the primary point of contact for the customer and Sales force throughout the customer order management process. This role manages order volumes on a targeted selection of Nestle Health Science USA brands for multiple small customers. This role will also be expected to solve routine problems following established policies and procedures and making recommendations on minor changes to address task-related activities within immediate scope. 

When fulfilling order management duties, the Customer Solutions & Claims Associate will also be 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. This is a remote-based opportunity and will work Monday to Friday (8:30 am to 5:00 pm EST).

Responsibilities: 

Demand Capture 

•    Identify and resolve demand capture failures to ensure timely processing.
•    Analyze order exceptions and take action on identified ways to improve customer order patterns and minimize order touches.
•    Monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence.
•    Monitor and address account specific issues upon receipt of order; problem solve any occurring issues, with minimal support from direct manager, while coordinating with customer and cross functional business partners to ensure blocked orders are processed accurately and within our service level agreements (SLAs). 
•    Advises Stakeholders of potential delays or inventory challenges that would impact current lead time expectations. 

Customer Support and Service 

•    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 and 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. 
•    Is accountable for driving customer satisfaction by consistently delivering high quality service.
•    Manages Stakeholder expectations as it relates to stock availability, order status and delivery execution.
 

Order Fulfillment 

•    Collaborate with the Order Fulfillment team on any out of stock or allocation issues, especially for displays, new item launches, customer promotions and own customer communication on mitigation if required in order to ensure fulfillment.
•    Collaborate with the Order Fulfillment team to resolve issues preventing delivery note creation (e.g. blocked orders).
•    Inform key stakeholders and propose resolution, with minimal support from direct Manager, if issues identified post-delivery not due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues, etc.).
 

Returns & Refusals 

•    Be the principal customer contact for capturing, creating and registerin