Customer Solution & Claims Associate (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 Associate serves as the primary point of contact and advocate for the customer and is responsible to optimize orders while driving efficiency and minimizing waste throughout the E2E Order to Cash process flow. 

 

Important Note: 

• This position is remote. Preference will be given to candidates who reside within the Tri-State area (New York, New Jersey, and Connecticut), Arlington, VA & Solon, OH.
• This position will report to Nestle/Nutrition & Health. 

 

Key Responsibilities:

Demand Capture: 

• Capture incoming telephone and email demand from customers and ensure all required information is obtained to enable error-free order creation.
• Create and categorize all types of interaction and feedback from customers, resolve if possible or assign to the appropriate team for resolution.

Order Filter:

• Regularly monitor open orders and ensure adherence to the tasks and cadence
• Collaborate with customer or cross functional business partners to resolve blocked orders within SLA such as Accounts Receivables
•  Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders) 

Order Fulfillment:

• Contact customer when required due to Out of Stock or Stock Allocation issues
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
• Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)

Returns and Refusals:

• Be principal customer contact for capturing, creating and registering all return requests
• Assess compliance of Return Requests according to Market Return Policy Conditions
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value
• Coordinate destruction or donation of goods when physical return is not warranted
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future

Billing:

• Collaborate with Billing in the resolution of billing issues that require customer contact

Additional Responsibilities:

• Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC etc.) to ensure the quality of processes are aligned to meet the business and customer needs
• Provide 360° visibility on status of orders to customers and internal teams
• Apply appropriate root cause reason codes following global Reason Code Methodology
• Identify, analyze and initiate the escalation process based on escalation criteria

 

Experience & Education Requirements:

• High school degree or GED required
• Bachelor's degree preferred 
• 2+ experience in Supply Chain preferred