Customer Solution & Claims Specialist

POSITION SUMMARY: The Specialist, Customer Solutions serves as the primary point of contact for the customer and sales force throughout the customer order management process. The bulk of consumers for this position are international markets in which Nestlé Health Sciences is operating and will have a large export focus. When fulfilling order management duties, this role is responsible for efficiently and effectively managing the end-to-end Order to Cash process flow, from intake of customer sales orders through receipt of goods to ensure orders are received in full and on time.

PRIMARY RESPONSIBILITIES: Analyze order exceptions and take action on identified ways to improve customer order patterns and minimize order touches. Coordinates directly with customer carriers to secure ocean bookings and air freight shipments to ensure freight is scheduled and picked up to meet cutoff dates Monitor and address account specific issues upon receipt of order; independently problem solve any occurring issues, while coordinating with customer and cross functional business partners to ensure blocked orders are processed accurately and within our service level agreement (SLA).Facilitate and ensure account specific orders are shipped complete and on time to meet accounts requested delivery order through from entry to receipt at the accounts location. Identify carrier issues along the way and work with traffic team to solve. Notify customer and on carrier issues / delays along the way to keep all informed. Monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence. Advises Stakeholders of potential delays or inventory challenges that would impact current lead time and align on General requirements within IMS Product Briefs. Optimizes distribution costs by collaborating with cross-functional business partners such Physical Logistics, Demand and Supply Planning (DSP), Transportation and Supply Chain Analytics. Ensure warehouse time slots are filled to ensure workload. Collaborate with Order Fulfillment team on any out of stock / allocation issues, especially for displays, new item launches, customer promotions and own customer communication on mitigation if required in order to ensure fulfillment Responsible for generating / compiling all export documentation – Certificate of Origin, Health Certificates, Chamber of Commerce, USDA, Certificate of Free Sale, Seaway BOL, Batch Mark List, Shipper's Letter of Intent/Instructions, etc. Provides 360° visibility on status of orders to customers and internal teams. Additionally, applies appropriate root cause reason codes following global Reason Code Methodology. Capture, create and register all return requests accurately as the principal customer contact while analyzing reasons for refusals. Assess and determine compliance of Return Requests according to Market Return Policy Conditions. Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds. Propose mitigation actions with customers to reduce / eliminate in the future. Prioritize "drive waiting" inquiries to reduce carrier/driver wait times at customer

AND EDUCATION REQUIREMENTS: At least 1 year of experience in Supply Chain is required (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.). Bachelor's Degree is strongly preferred but not required. Proficiency in SAP, BW and Business Objects preferred. Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook). Intermediate Level Excel skills, including experience working with large data-sets and familiarity with creating & using v-lookups and pivot tables.

SKILLS: Strong business acumen with a sense of urgency. Excellent written and verbal communication skills. Excellent analytical aptitude with a proven ability to analyze/interpret, methodical thinker with excellent decision-making skills. Strong and creative problem-solving skills. Ability to work in a fast paced environment and handle multiple priorities. Ability to work independently with minimal supervision. Working knowledge of export business. This position will be either a remote or hybrid role based on the selected candidate's geographic location. Strong preference will be given to applicants who live within a commutable distance within Bridgewater, New Jersey.

Salary: $48,811.50 to $74,665.00 per year Bonus Eligibility: Yes