Customer Solution & Claims Associate

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.

 

 

Customer Solutions Associate – Fulltime Opportunity

Position Summary: The Customer Solutions Associate functions as the principal contact for customers, committed to providing outstanding customer experience by efficiently handling orders, ensuring effective communication, improving operational efficiency, and reducing waste throughout the Order to Cash process.

SCHEDULE: Monday to Friday, 40 hours per week. The typical schedule starts between 7:00 AM and 9:00 AM and ends 8 hours later. For example, 7:00 AM to 3:30 PM, 7:30 AM to 4:00 PM, or 8:00 AM to 4:30 PM.

• Willingness to work various shifts according to customer time zones or 7-day operations.

 

WORK LOCATION: Solon, OH Office. On-site presence is required on Tuesday, Wednesday, and Thursday, with the option to work from home on Monday and Friday.

 

PRIMARY RESPONSIBILITIES:

Manage Customer Service: 

• Drives customer satisfaction by consistently delivering high quality service

• Consistently strive to achieve on-time and in-full deliveries (OTIF) to meet customer expectations

• Identify and resolve demand capture failures within defined Service Level Agreement (SLA)

 

Order Filter:

•  Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
• Work with customers and business partners to clear blocked orders within SLA.
• Optimize orders for logistical efficiency (e.g. maximizes payload)

 

Order Fulfillment:

• Contact customer when required due to Out of Stock or Stock Allocation issues
• Collaborate with Order Fulfillment team to resolve issues preventing

• Contact the customer to propose a resolution if issues are identified after the delivery note, due to transportation or warehousing concerns (such as appointment scheduling, delivery delay, or picking issues).

 

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, Transportation, COS 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 
• Participates in NCE (Nestle Continuous Excellence) operational review meetings 

 

EDUCATION REQUIREMENTS:

• High School Diploma required
• Undergraduate degree strongly preferred 

 

EXPERIENCE:

• Preferred: 1-2 years of Supply Chain experience in Order Management, Distribution, Inventory Management, Transportation, and Planning.

 

SKILLS:

• Excellent written and verbal communication skills
• Strong analytical aptitude with proven ability to analyze and interpret data