Customer Solutions Lead

POSITION SNAPSHOT

Location: Nestlé Business Services Cairo

Company: Nestlé

Full-time

Summary:

Customer solutions Lead is responsible for effectively leading a team to drive smooth customer journeys in the E2E Order and Invoice touchpoints, providing operational excellence, improved customer experience, and driving continuous improvement along the entire business process. This role also involves resolving issues, managing team performance, and becoming a trusted customer partner. Additionally, Customer solutions Lead oversees the Order Fulfillment Team within the Business Solutions Center, working closely with commercial teams and the supply chain planning organization to manage stock allocation to customer sales orders and ensure customers receive the agreed-upon amounts during times of limited supply.

Responsibilities:

Leadership:

• Create and execute short to mid-term plans for optimizing the organization, function, or sub-function and the talent required to execute strategies in the job area.
• Manage team performance and ensure delivery of activities within the team to drive exceptional customer experience in a competitive marketplace.
• Manage and oversee the order fulfillment processes and activities completed by the team.
• Drive and encourage continuous improvement within the team to optimize the exception management process and meet internal/external KPIs and service level agreements.
  
  

People Development:

• Coach and develop direct reports, assess their readiness for new roles, and identify individual development plans.
• Manages performance of direct reports including regular check-ins and performance evaluations
  
  

Customer Interaction:

• Professionally attend to customer queries and feedback to promote customer satisfaction.
  
  

Operations:

• Resolve demand capture failure exceptions to ensure order flows to the next step without causing delays in the order management process.
• Resolve order filtering exceptions to meet customer requirements and ensure a clean backlog with no outstanding open items.
• Resolve order fulfillment exceptions to meet service fulfillment measures as seen by customers.
• Resolve billing exceptions in collaboration with internal teams and/or customers for timely posting of documents on customer accounts.
• Propose mitigation options for refusals to minimize cost impact to the company without disregarding customer interests.
• Coordinate execution of returns and refusals process with customers and internal teams to ensure smooth transfer of stocks.
• Resolve collaborated exception cases related to claims and deductions to avoid potential impact on collection and customer experience.
• Participate in Operational Demand & Supply Review to understand potential out-of-stock risks and optimize allocation strategies.
• Provide input and direction to the team on parameters that impact the allocation process and manage cross-functional alignment.
• Participate in cross-stream projects and operational reviews.
• Understand customer and business initiatives that impact the order fulfillment processes and policies.
  
  

Required skills:

• 6 years or more experience and proven leadership skills
• Expert competency in two of the following areas:
• Customer Service/ or Call Centre
• Customer Facing Supply Chain
• Demand & Supply Planning
• Distribution/ Materials Handling
• Sales and/ or Marketing
• Project management experience to implementation of major project(s) or change program(s)
• Solid understanding of the O2C flow and key business functions outside of the O2C stream
• Supply Chain E2E Processes and Customer Service Best Practices and solutions knowledge
  
  

We are Nestlé, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.