Job Description:
To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.
Job Responsibilities:
- 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
- Provide 360 visibility on status of orders to customers and internal teams
- 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
- 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
- Participate in NCE operational review meetings and contribute to continuous improvement of demand capture process
- 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
- Provide 360 visibility on status of orders to customers and internal teams
- 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
- 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
- Participate in NCE operational review meetings and contribute to continuous improvement of demand capture process
Job Qualifications:
- Strong business perspective understanding
- Passion for working with customers, internally and externally
- Analytic endowment
- Shows a strong desire to develop trust and long term relationships
- Proactiveness for service improvements and responsive to customer demands
- Passion for working with customers, internally and externally
- Analytic endowment
- Shows a strong desire to develop trust and long term relationships
- Proactiveness for service improvements and responsive to customer demands
Job Details:
Job/ Career : Customer Solution Analyst
Primary Location: Egypt
Category : Supply Chain
Organization: Nestle Egypt
Schedule: Full-time
Job Posting: 18/9/2019
Learn More about Nestle :
نستله أو نسلي (أو نسليه) ( Nestlé) هي شركة متعددة الجنسيات متخصصة في إنتاج الأطعمة المعلبة أسست في فيفي، سويسرا وهي ناتج اندماج شركتين هما ...........( لمعرفة المزيد عن الشركة زورونا من خلال Meetup بالاسفل )
المقر الرئيسى : فيفي، سويسرا
المقر الرئيسى فى مصر : التجمع الخامس , القاهرة الجديدة
المقر الرئيسى فى مصر : التجمع الخامس , القاهرة الجديدة
مواقع التواصل الاجتماعى الخاصة بهم :
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