At Nestlé USA, we’re all working towards the same goal – to delight and deliver for our consumers. Joining Nestlé means becoming part of an inclusive workplace that inspires innovation, encourages strategic thinking and creativity, and celebrates your achievements.
Requirements
- Manage incoming calls through our Genesys phone system
- Receive and submit orders on behalf of customers
- Facilitate customer credit requests
- Maintain account settings, including updates within CRM and other applications
- Track orders through various transportation tools and at times collaborate with carrier customer support for escalations
- Suggestively sell and inform customers about new and existing products or programs
- Identify and resolve demand capture failures within defined Service Level Agreement (SLA)
- Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
- Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA
- Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)
- Contact customer when required due to Out of Stock or Stock Allocation issues
- Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
- Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)
- Returns and Refusals:
- Be principal customer contact for capturing, creating and registering all return requests
- Assess compliance of Return Requests according to Market Return Policy Conditions
- Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds
- Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value
- Coordinate destruction or donation of goods when physical return is not warranted
- Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing
- Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future
Benefits
- Equal employment opportunity employer
- Accommodation for individuals with disabilities
- Recruitment of veterans and separated service members
