Customer Solution & Claims Solution

At Nestlé 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 Nestlé 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 SUMMARY:

The Customer Solutions & Claims Specialist serves as the primary liaison between customers, sales, and internal business partners, managing high-volume order fulfillment and claims resolution for key NHS customers. This role oversees the end-to-end Order-to-Cash and reverse logistics processes, ensuring orders are delivered accurately and on time while efficiently resolving returns, refusals, and product discrepancies. Through proactive problem-solving, customer engagement, and continuous process improvement, the Specialist helps drive customer satisfaction, operational excellence, and revenue protection across the business.

This position will be either a remote or hybrid role based on the selected candidate’s geographic location. Strong preference for candidates located within a commutable distance to the Bridgewater, NJ headquarters or other Nestlé location .

RESPONSIBILITIES:

Demand Capture & Order Management

• Analyze and resolve order exceptions, demand capture failures, and blocked orders to ensure timely, accurate processing
• Monitor open orders and maintain adherence to Daily Activity Schedule requirements
• Identify opportunities to improve order patterns, reduce manual touches, and enhance efficiency
• Proactively communicate inventory constraints, service risks, and potential delays to stakeholders

Customer Support & Service

• Manage high-volume, multi-million-dollar customer accounts through the complete order lifecycle
• Serve as the primary customer contact for order status, stock availability, delivery execution, and issue resolution
• Make independent decisions regarding backorders, order prioritization, and customer communication
• Ensure customer orders are delivered complete and on time while maintaining high service levels and customer satisfaction
• Participate in customer meetings and operational reviews as needed
• Partner with Order Fulfillment, Demand Planning, Transportation, and Logistics teams to resolve allocation, inventory, and delivery challenges
• Support new item launches, promotions, displays, and other priority customer programs to ensure successful execution
• Identify and resolve issues impacting delivery note creation, shipment execution, or post-delivery performance
• Optimize distribution and transportation costs through cross-functional collaboration
• Partner with Billing to resolve customer invoicing and payment-related issues requiring direct customer engagement

Process Improvement & Business Excellence

• Maintain 360° visibility of order status for customers and internal stakeholders
• Apply root cause analysis, escalation protocols, and reason code methodology to drive issue resolution
• Lead and participate in continuous improvement initiatives using NCE methodology
• Facilitate operational review meetings and support achievement of…