Customer Facing Supply Chain Specialist; B2B Planning

Customer Facing Supply Chain Specialist (B2B Planning)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth‑minded spirit to set new standards in global coffee culture.

Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best‑in‑class opportunities for your development and growth. Join us!

The Customer Facing Supply Chain Specialist (B2B) ensures flawless execution of the order‑to‑cash process, compliance with contractual standards and delivery of high service levels to Trade and B2B customers. These B2B customers include Hotels, Restaurants, Cafes, Cruise Ships and other large B2B businesses. This role focuses on operational excellence, chargeback prevention and cost‑to‑serve optimization, while leveraging AI and automation tools to improve productivity and accuracy.

The Customer Facing Supply Chain Specialist will also support continuous improvement initiatives and collaborate with internal teams and external partners to sustain efficiency and customer satisfaction. This is a hybrid‑based role located in Manhattan, NY (Herald Square) – working 2 days/week onsite and 3 days/week remote.

Execute and Monitor Order‑to‑Cash Process

• Process customer orders accurately and on time, ensuring compliance with agreed standards and Terms & Conditions.
• Validate order details and pricing using AI‑powered anomaly detection tools.
• Track OTIF performance daily and escalate risks proactively.
• Use AI Agents to automate repetitive tasks such as order confirmations and delivery status updates.
• Serve as the single point of contact for order‑related inquiries, ensuring timely communication and resolution of issues across internal teams and external partners.

Support Cost‑to‑Serve Optimization and Chargeback Management

• Validate and manage chargebacks, ensuring accurate documentation and timely dispute resolution.
• Analyze cost drivers and propose improvements to reduce cost‑to‑serve.
• Apply AI‑driven analytics to detect patterns in chargebacks and predict risk areas.
• Collaborate with finance and logistics teams to implement corrective actions.
• Act as the single point of contact for cost‑to‑serve and chargeback inquiries, ensuring clear communication and alignment between customers and internal stakeholders.

Ensure Compliance and Contractual Standards

• Maintain adherence to Supply Chain standards defined in contracts with retailers and partners.
• Document all processes and decisions to ensure audit readiness.
• Use AI‑based compliance monitoring tools to flag deviations proactively.
• Support periodic reviews of Terms & Conditions and update operational workflows accordingly.

Deliver Data‑Driven Insights and Reporting

• Prepare and update dashboards on OTIF, cost‑to‑serve, and chargeback performance.
• Use SQL, Python, and AI tools to automate reporting and generate predictive insights.
• Implement AI Agents for real‑time monitoring and automated alerts on service risks.
• Provide actionable recommendations to improve operational efficiency and customer experience.

Support Continuous Improvement and Collaboration

• Participate in NCE‑driven initiatives to improve processes and reduce manual workload.
• Collaborate with DSP, Logistics, Transportation, and Commercial teams to ensure seamless execution.
• Use AI Agents to streamline communication and task management across teams.
• Contribute ideas for automation and digital transformation projects.

• High School Diploma or GED required;
  Bachelor’s degree in Supply Chain Management or Business Administration a plus.
• 2‑3+ years of professional work experience in Customer Supply Chain, Logistics or Order…