CS Analyst

About the company:

Joining Nestlé means becoming part of the world’s largest food and beverage company. At Nestlé Philippines, Inc. (NPI), we take pride in being a leading organization in the food and beverage industry, serving the nutrition, health, and wellness needs of Filipino consumers for over a century. With a committed team of approximately 5,000 employees across the nation, Nestlé is a trusted and highly regarded company.  

Our brands, including NESCAFÉ, NIDO, MILO, NESTEA, MAGGI, BEAR BRAND, NESTLÉ, and PURINA, are leaders in their respective categories. We are driven by our mission to nurture generations of Filipino families. Our product range spans coffee, milk, beverages, food, infant nutrition, chilled dairy, breakfast cereals, confectionery, and pet care. At Nestlé, we find meaning in making a positive impact on people's lives through our products, and by creating shared value which is integral to our business, helping to tackle major challenges to society and the planet in ways that make a positive difference.

Working at Nestlé means you can be a force for good, pushing boundaries and becoming part of something greater - a community of individuals united by a shared purpose and an organization dedicated to delivering good – Good food, Good life.

With our values rooted in respect, we nurture diversity, equity, and inclusion, with initiatives that empower you to grow to the fullest as a person and professional, enabling you to maximize your accomplishments, regardless of background, race, religion, and gender orientation. 

Customer Solutions Analyst (Individual Contributor - Supervisory Level) - Rockwell Makati

Main Purpose of the Job: To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.

Key Output:

Demand Capture:

• complete and resolve all demand capture failures within defined service level agreementOrder Filter:
• contact customer or internal contact to resolve blocked orders within SLA
• align material information with customer to be able to capture ordersOrder 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 exisisting 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 issuesBilling:
• Collaborates with billing in the resolution of billing issues that requires a contact with the customerReturns and Refusals:
• Be the pricipal contact for the customer for all returns and refusals
• Capture and register Returns and Refusals requests through Customer Interaction
• Analyse 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 logicistics 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 dependentUse 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 AnalystProvide 360 visibility on status of orders to customers and internal teamsEnsure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard RoutinesOptimize orders where logistical efficiency is required such as attainment of logistics trade termsIdentifying, 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'sParticipate in NCE operational review meetings and contribute to continuous improvement of demand capture process
  
  

Key Experiences:

• College Degree required
• Two or more years of preferably operational experience in O2C in a similar market environment or trade structure.
• Additionally, operational experience at market/business level, in the following areas is beneficial:
• Working for or with a customer in a collaborative environment
• Working in other Supply Chain functions such as Physical Logistics
  
  

or Sales support

• Experience in related business improvement projects
  
  

Be part of Nestlé, a company in which we are inspired by the purpose of unlocking the power of food to enhance quality of life for everyone, today and for generations to come. Where your contributions are recognized and rewarded, as you make a real impact on the world around you.

Apply now and embark on an exciting journey with Nestlé. Together, let's be a force for good!

Visit us at www.nestle.com.ph/careers.