Customer Solution & Claims Lead

Foods you love. Brands you trust. And a career that empowers you to grow.

At Nestle USA, we're all working towards the same goal - to delight and deliver for our consumers. With a rich portfolio of beloved brands, including DiGiorno, Toll House, and Coffee mate, in 97% of U.S. households, we have a unique opportunity - and responsibility - to be there for every moment in our consumers' lives.

Joining Nestle means becoming part of an inclusive workplace that inspires innovation, encourages strategic thinking and creativity, and celebrates your achievements. No matter where you work within the organization, you are empowered to challenge the status quo, embrace risk-taking, and pioneer new ideas. Our supportive and collaborative environment encourages bold ambitions and continuous learning so that everyone can grow and thrive.

This position is not eligible for Visa Sponsorship.

POSITION SUMMARY:
This role is responsible for coordinating order management activities within the Business Solutions Center (BSC) to maximize service excellence to our customers by reviewing order volumes and adjusting volumes, timing and shipping routes based on the most current capacity and inventory data, identifying trends and areas of focus and coaching and developing the specialist team within the BSC.

This role collaborates across key internal business groups, including Integrated Fulfillment (SNO/Transportation/ Warehousing), BSC, Customer Facing Supply Chain, Planning, Finance, and Division/Operating Companyleadership to design and execute critical initiatives that contribute to on-time delivery, total delivered cost, and market-share increasing customer segmented solutions for their assigned network.

PRIMARY RESPONSIBILITIES:

Work with Physical Logistics, FLOW teams and BSC to ensure we maximize On Time and In Full performance to customers. This role will also oversee period end activities within the BSC to maximize performance to plan and provide coaching and development area identification for the BSC based on trends and period end performance.

Supply Chain BSC Leadership

• Own creation of insights and trending for BSC activities and work with leadership and responsible parties in SCE to develop and implement process improvement initiatives focused on improving service to the customer
• Provide recommendations and guidance to leadership through Daily Order Tracking Report (OTR) and resolution cockpit monitoring to ensure SLA's are met and team activities are up to date
• Act as point of contact for project work that requires expertise within the BSC. Lead analysis, identification of pilot/testing methods to be used and collaborate with leadership on test findings and rollout strategies
• Oversee period end activities within the BSC to maximize performance to plan, and lead discussions on trending and gap closure activities needed as necessary
• Serve as escalation point for service-related issue resolution with the Commercial Team and Supply Chain, as designated by leadership
• Create and foster high performance culture within the BSC specialist team focused on coaching, engagement, accountability, innovation, collaboration, continuous improvement, and efficient operation
• Develop and maintain BSC specialist focus areas and improvement metrics
• Ensure that the BSC organization has strong end to end mindset as well as analysis, problem solving, and continuous improvement skills.

Collaboration with other Supply Chain and Nestle teams

• Represent the BSC as operational expert, acting as liaison between the BSC and other teams in meetings addressing issues as they arise. This role will be responsible for bringing insights from both internal and external customer interaction data to collaborate cross functionally and bring findings and actions back to the BSC.
• Collaborate with Physical Logistics and FLOW teams as the BSC lead, ensuring we maximize On Time and In Full performance to customers
• Partner with Strategy and SNO, providing input on project initiatives regarding BSC individual level ownership and results to best inform decisions
• Provide recommendations to SNO, Warehousing, and Transportation teams regarding problem solving and hyper-care activities from the BSC perspective
• Responsible for partnership and communication regarding Integrated Fulfillment key metrics to business stakeholders

REQUIREMENTS AND MINIMUM EDUCATION LEVEL:
College degree preferred.

EXPERIENCE:
Five+ years experience in Supply Chain related disciplines; experience in two or more functional areas a plus including order management, order fulfillment, claims and deductions, warehousing, transportation, deployment, supply chain planning, etc.

SKILLS:
Highly skilled collaborator and influencer.
Experience working with multiple functions across multiple levels, with proven continuous improvement skills
Keen business acumen, analytical and financial skills, and attention to detail with a solid record of delivering superior business results
Exceptional interpersonal, leadership, and communication skills with a proven record of building relationships, influencing others, and collaborating across multiple corporate functions

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestle. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestle seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestle home.

The Nestle 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 in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy.

Job Requisition:366739