Post Name: Customer Solutions Analyst – Full-time on Contract (FTC)
Company name: Nestle Ltd
Vacancies: 01
Experience: 1 – 3 years
Education: Any Graduate
Salary: Best in Industry
Location : Gurugram( Sector 25 )
Job Description – Key Responsibilities
Demand Capture
Address and resolve all demand capture failures within the stipulated Service Level Agreements (SLAs).
Align material and customer master data to enable successful order capture.
Resolve blocked orders by coordinating with customers and internal teams.
Order Processing and Fulfillment
- Regularly monitor open orders in accordance with Standard Operating Procedures (SOPs).
- Ensure high performance across the following key metrics:
- Perfect Order Rate
- Case Fill Rate (CFR)
- On-Time Delivery
- Invoice Accuracy
- On-Time Billing
- Manage stock allocation issues that require customer interaction.
- Proactively manage stock-out risks and propose mitigation measures to customers.
- Coordinate with Order Filtering, Interface CoC, and Physical Logistics teams regarding delivery creation issues.
- Resolve transport-related issues (load optimization, carrier selection, appointment scheduling, delivery delays).
- Resolve warehouse-related issues (capacity constraints, pick and pack, loading issues).
Customer Interaction and Visibility
- Act as the single point of contact to provide 360-degree visibility into order status.
- Proactively inform customers and internal stakeholders about order updates, exceptions, and resolutions.
- Build and maintain strong relationships with customers to ensure service excellence.
Billing
Collaborate with the Billing team to resolve billing issues that require customer communication.
Returns and Rejections
- Act as the primary customer contact for all returns and rejections.
- Capture and register return and rejection requests via customer interaction tools. Analyze the reasons for
- rejections and propose corrective and preventive measures.
- Validate return requests in accordance with the market return policy and ensure complete documentation.
- Coordinate the execution of rejections with customers, as well as the transport and warehouse teams.
- Manage the destruction of goods when necessary, coordinating with logistics and third-party providers.
- Support Claims Management with documentation and approval decisions.
- Inform the Sales team regarding rejected returns and obtain approvals where necessary.
- Utilize standardized reason codes to record and analyze root causes.
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Continuous Improvement and Escalation
- Identify, analyze, and escalate issues based on established escalation criteria.
- Drive continuous improvement initiatives to enhance process efficiency and KPI performance.
- Participate in NCE operational review meetings and contribute to Demand Capture improvements.
- Collaborate with Master Data, Pricing, and other specialists to address the root causes of order failures.
- Key Stakeholders
Internal
- Sales
- Finance
- Physical Logistics (Warehouse and Transport)
- Marketing
- Demand Capture
- Master Data
- Interface Center of Competence
- Process Optimization
- Order Fulfillment Teams
External
Customers
Third-Party Logistics and Transport Providers
Industry Organizations (e.g., GS1, IGD)
Key Performance Indicators (KPIs)
Customer Satisfaction (Qualitative and Complaints)
% Perfect Orders
Cost to Serve
Order Processing Accuracy
On-Time Delivery and Billing
Days Sales Outstanding (DSO)
Aging and Value of Claims, Returns, and Rejections
Qualifications and Experience
Bachelor’s degree from a recognized college/university. 5+ years of experience leading teams in at least two of the following areas:
Customer Service / Call Center
Customer-Oriented Supply Chain
Demand and Supply Planning
Distribution / Material Handling
Sales and/or Marketing
Proven experience in project management related to large-scale projects or change initiatives.
Deep understanding of the Order-to-Cash process and customer service best practices.
Knowledge of Supply Chain KPIs such as CFR, Order Fulfillment, Invoice Accuracy, Returns and Rejections, and Net Trade Working Capital.
Skills and Capabilities
- Strong analytical and problem-solving skills
- Ability to manage compliance and operational risks
- Stakeholder management and cross-functional collaboration
- Continuous improvement mindset
- In-depth analysis and operational visibility
- High degree of customer orientation
- Personal Attributes
Business-driven and customer-centric mindset
High integrity and ethical standards
Strong desire to build long-term relationships
Proactive approach toward service improvement
The courage to challenge the status quo and drive change
If interested, please share your updated resume – Click Here.
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