Customer Service Associate

Company: Nestle India Ltd.

Role: FTE (Full Time Employment)

Position: Customer Service Associate

Location: Gurugram

Role & responsibilities

To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.

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 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 issues

Billing:

- Collaborates with billing in the resolution of billing issues that requires a contact with the customer

Returns 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 dependent

Preferred candidate profile

Candidate have good understanding in O2C & supply chain process.

Good stakeholders' management skills.

Inventory Management.

Communication & Analytics

Good Excel Skills.