Customer Solutions and Claims Specialist

At Nestle 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 Nestle 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 OVERVIEW:

The Customer Solutions and Claims Specialist serves as the primary point of contact for the customer and sales force throughout the customer order management process. The Specialist role manages high order volume on all NHS brands with either a top customer or multiple larger customers. This role leads customer meetings and operational reviews, with minimal to no supervision and is expected to go above and beyond for our customers, sales force and internal cross functional business partners. The incumbent is expected to be an independent thinker who troubleshoots complex issues, determines and performs the actions needed to resolve unexpected situations, and drives constant improvement leading to exceeding our customers' expectations. When fulfilling order management duties, this role is 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.

KEY RESPONSIBILITIES:

• Analyze order exceptions and take action on identified ways to improve customer order patterns and minimize order touches.
• Identify and resolve demand capture failures to ensure timely processing.
• Monitor and address account specific issues upon receipt of order; independently problem solve any occurring issues, while coordinating with customer and cross functional business partners to ensure blocked orders are processed accurately and within our service level agreement (SLA).
• Monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence.
• Advises Stakeholders of potential delays or inventory challenges that would impact current lead time expectations.
• Responsible and independent decision maker for multi-million dollar sales orders from the time customer orders are placed to their delivery at the customers location.
• Main communicator to the customer on out-of-stock product, including back in stock date. Independent decision maker on whether to hold the order for product or cut from the order.
• 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. 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.
• Optimizes distribution costs by collaborating with cross-functional business partners such Physical Logistics, Demand and Supply Planning (DSP), Transportation and Supply Chain Analytics.
• Manages Stakeholder expectations as it relates to stock availability, order status and delivery execution.
• Collaborate with Order Fulfillment team on any out of stock / allocation issues, especially for displays, new item launches, customer promotions and own customer communication on mitigation if required in order to ensure fulfillment.
• Inform Key Stakeholders and propose resolution if issues identified post-delivery not due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.).
• Collaborates with Billing in the resolution of billing issues that require customer contact.
• Additional Responsibilities as needed.

EDUCATION AND MINIMUM REQUIREMENTS:

• High School Diploma / GED is required. Bachelor's Degree is preferred.
• At least 1 year of supply chain (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.) or related experience is required.
• Flexible to work different shifts depending on customer geography/time zone.
• Must have reliable internet service provider if working from home, as approved.
• SAP or similar experience is nice to have.
• Microsoft Office Suite and PowerBi is strongly preferred.

SKILLS:

• Strong business acumen with a sense of urgency.
• 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.
• Strong and creative problem-solving skills.
• Intermediate Level Excel skills, including experience working with large data-sets and familiarity with creating & using v-lookups and pivot tables.

This position will be either a remote or hybrid role based on the selected candidate's geographic location. Preference will be given to applicants who live within a commutable distance of Bridgewater, NJ, Chicago, IL, Palm Beach Gardens, FL or Long Island, NY.

Theapproximate payrange for this position is $45,000 to $59,000.Please note that thepay rangeprovided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.

Nestle offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more atAbout Us |Nestle Careers (nestlejobs.com).

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestle. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestle seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestle home.

The Nestle Companies are equal employment opportunity employers. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy.

Job Requisition:362934