Customer Solutions Analyst

1 week ago

กรงเทพมหานคร, Thailand Nestlé Full time

**POSITION SNAPSHOT**

Location: Bangkok, Head Office
Company: Nestlé
Business Unit/Division: Supply Chain Management
Full-time

**A DAY IN THE LIFE...**

**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
- 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

**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 logicistics and 3rd party providers
- Provide guidance and help with missing documentation -when needed
- to Claims Management on the returns

**ARE YOU A FIT?**
- Bachelor’s Degree in Logistics, Supply Chain Management or related.
- Minimum of 3 years of experience in Customer Service, Customer Facing Supply Chain, Demand or Supply Planning, Distribution Handling.
- Strong analytical skills and attention to details.
- Good negotiation, problem solving & convincing skills.
- Good English & Thai communication skills.

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