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 ProfessionalStatus: Full Time, ExemptThe 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, Demand and Supply Planning, etc.) or related O2C area
Availability / flexibility to work different shifts based on customer geography/time zone; or 7 day operations
Requisition ID:303491It 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 Nestlé. 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. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined 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 [email protected] or please dial 711 and provide this number to the operator: 1-800-321-6467Note: Nespresso is not a federal contractor and does not maintain affirmative action programsReview our applicant privacy notice before applying at https://www.nestlejobs.com/privacy