Customer Solution & Claims Manager

 

Foods people love. Brands people trust. And a career that nourishes your future like no other.

 

If you're driven by the passion to do something meaningful that changes lives, Nestlé is the place for you. Nestlé USA is one of seven operating companies that make up Nestlé’s presence in the United States. We're in 97% of American homes, and as the leading food and beverage company, our goals are to continue to deliver quality food and beverage products, strengthen our local communities, and reduce our environmental and climate impact.

 

We’re determined to challenge the status quo and be better tomorrow than we are today. As individuals and teams, we embrace our entrepreneurial culture and have created a workplace where collaboration is essential, courage is rewarded, speed is expected, and agility is the norm to delight our consumers every single day. Here, you will find limitless opportunities to learn and advance your career and feel empowered to succeed in the workplace and beyond. Because our focus is not only on nourishing our customers, but also about enriching you.

 

This position is not eligible for Visa Sponsorship.

 

 

Title:   Customer Solutions Manager – Nestle Professional

Status: Full Time, Exempt

 

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

 

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

 

OTHER QUALITIES:

• 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

 

 

MIN QUALIFICATIONS:  

• Education - High School Diploma Required; Undergraduate degree preferred
• Experience - 5+ years experience in Supply Chain (e.g. Order Management, Distribution, Inventory Management, Transportation, D