Customer Solutions Analyst

• Demand Capture:
- Complete and resolve all demand capture failures within defined service level agreement
• Order Filter:
- Contact customer or internal contact to resolve blocked orders within SLA
- Align material information with customer to be able to capture orders
• Order Fulfilment:
- Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out-of-Stock Repository
- Apply the mitigation agreed with customer if related to already existing orders or Request to Order Fulfilment to setup the mitigation action for future orders
- Manage Stock Allocation issue that requires a customer contact
- Manage Delivery Creation issue in collaboration with Order Filtering and/or ICC (Interface Centre of Competence)
- Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Carrier Selection, Appointment Scheduling and Delivery delay
- Contact the customer and propose a resolution in case of Physical Logistics (Warehouse) issue related to Warehouse Capacity and/or Pick&Pack and loading issues
• Billing:
- Collaborates with billing in the resolution of billing issues that requires a contact with the customer
• Returns and Refusals:
- Be the principal contact for the customer for all returns and refusals
- Capture and register Returns and Refusals requests through Customer Interaction
- Analyze reasons for refusals and contact customers to propose mitigation actions for refusals
- Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of credit/debit value
- Manage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
- Manage, monitor and coordinate of the destruction of goods - when needed with Physical logistics and 3rd party providers
- Provide guidance and help with missing documentation -when needed- to Claims Management on the returns and refusals acceptance / non acceptance
- Inform Sales about non accepted returns and request for their approval when needed - Market dependent
• Use of reason code methodology to record appropriately root cause
• Collaborate with relevant specialists (in COC and Market) to determine and better understand cause of master data and pricing exceptions that cause blocks or order failure - e.g. COC O2C Master Data Specialist and COC Pricing Analyst
• Provide 360 visibility on status of orders to customers and internal teams
• Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines
• Optimize orders where logistical efficiency is required such as attainment of logistics trade terms
• Identifying, analyzing, and initiating the escalation process based on the escalation criteria.
• Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements.
• Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI's
• CMI: - Manage replenishment using information such as sales history, forecast and stock holding within the customer Distribution Centre/Store and Nestlé locations - Recognize and measure where possible, elements of replenishment from stock holding locations (Nestlé to Customer and Customer Distribution Centre to Store) - Optimize distribution costs by collaborating with Physical Logistics, Production and Transportation - Participate in alignment meetings with DSP and Generating Demand - In depth use of the VMI-CMI technical solution, including data maintenance and alignment with Nestlé and Customer systems
• Participate in NCE operational review meetings and contribute to continuous improvement of demand capture and CMI processes