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.

Job Summary: 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.

• 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 proactively elevate risks.
• 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.

• 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.

• 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.

• 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.

• 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.

• Bachelor’s degree in Supply Chain Management, Business Administration, or a related field.
• 2–3+ years of professional work experience in Customer Supply Chain, Logistics, or Order Management.
• Familiarity with coding languages such as Python is highly preferred.
• Knowledge of order‑to‑cash processes, chargeback handling, and compliance standards.
• Fluency in MS Office (Word/Excel/Outlook/PowerPoint).
• Excellent communication, presentation, organizational, and stakeholder management skills, including the ability to develop and maintain strong cross‑functional relationships.
• Willing and able to work under pressure to meet tight deadlines with minimal supervision.
• Experience with ERP systems such as SAP is a plus.
• Willing and able to travel up to 10% as needed.

The approximate pay range for this…