Customer Service Principal

Company: Nestle
Qualification: Degree in Supply Chain or related

Experience: 1-3 years’ experience within a Nestle market, region or Imports or Exports environment

Closing date: 8 November 2024

Position Summary

With a history spanning over 150 years, Nestlé didn’t become the world’s leading food and beverages brand by chance. Perfection is at the heart of what we do, and our people are always looking for the next big idea to cement our status. We are now looking for a Customer Service Principal to be based in Bryanston.

In this role you will be responsible to ensure orders are planned and actioned accurately according to the business objectives focusing on In Full and On Time of Order.

A day in the life of a Customer Service Principal:

Demand Capture:

• capture, complete and resolve all demand capture failures within defined service level agreement.

Order Filter:

• contact relevant stakeholders to resolve blocked orders within SLA.
• escalate master data issues with resolution owners.

Order Fulfilment:

• Contact customer, when required, to propose mitigation actions due to Out of Stock risk
• 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.

Returns:

• Be the principal contact for the customer for all returns and refusals.
• Capture and register Returns requests through Customer Interaction.
• Analyze reasons for returns and contact stakeholders to propose mitigation actions for returns.
• Provide guidance and help with missing documentation -when needed- to Claims Management on the returns acceptance / non acceptance.
• Inform Sales about return.

What will make you successful?

• Degree in Supply Chain or related
• 1-3 years’ experience within a Nestle market, region or Imports or Exports environment
• Experience with and strong focus on customers.
• Strong Supply Chain, which includes Physical Logistics, Customer Service, and Demand Management knowledge and expertise.
• Strong analytical mindset and attention to detail.