Customer Solution & Claims Associate

Position Summary

Nestlé Professional Solutions is seeking a Customer Solutions Associate that will serve as the primary point of contact and advocate for the customer and is responsible for optimizing orders while driving efficiency and minimizing waste throughout the End-to-End Order to Cash process flow.

This is a Monday-Friday shift, 6:00am - 2:30pm

• Manage incoming calls through our Genesys phone system
• Receive and submit orders on behalf of customers
• Facilitate customer credit requests
• Maintain account settings, including updates within CRM and other applications
• Track orders through various transportation tools and at times collaborate with carrier customer support for escalations
• Suggestively sell and inform customers about new and existing products or programs
• Identify and resolve demand capture failures within defined Service Level Agreement (SLA)
• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
• Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)
• Contact customer when required due to Out of Stock or Stock Allocation issues
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
• Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (e.g. appointment scheduling, delivery delay, picking issues etc.)
• Returns and Refusals
• Be principal customer contact for capturing, creating and registering all return requests
• Assess compliance of Return Requests according to Market Return Policy Conditions
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value
• Coordinate destruction or donation of goods when physical return is not warranted
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future

• 2 years’ experience in Customer care, Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc. is preferred.

• Excellent written and verbal communication skills
• Excellent analytical aptitude with a proven ability to analyze and interpret data
• Well-organized, methodical thinker with excellent decision-making skills
• Strong and creative problem-solving skills
• Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
• Proficiency in SAP and Salesforce or similar CRM
• Ability to work in a fast-paced environment and handle multiple priorities
• Ability to work independently with minimal supervision

The approximate pay range for this position is $60,000 to $65,000. Please note that the pay range provided 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.

Nestlé 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 at About Us |Nestlé Careers ()

We are dedicated to fostering an inclusive workplace. To veterans and separated service members, your skills of flexibility, agility, and leadership are highly valued. Individuals with disabilities also are encouraged to apply.

The Nestlé 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 to participate fully in our recruitment experience.

Contact us at  or please dial 711 and provide this number to the operator:

This position is not eligible for Visa Sponsorship.