Customer Solutions Analyst

1 day ago

Rhodes, Australia Nestle Full time

Nestlé enjoys a reputation as one of the world’s largest FMCG companies and we are driven by our purpose - enhancing quality of life and contributing to a healthier future. Our inclusive and high-performance culture is a testament to the great training, development, rewards and recognition we extend to every member of our 5,000-strong Oceania workforce. Nestlé Oceania supports a culture of diversity and inclusion in all that we do.

At our Rhodes Corporate office, we have an opportunity for a Customer Solutions Analyst. Your key responsibility is to effectively manage the order to cash process and monitor through to delivery and customer receipt ensuring accuracy, timeliness of execution and agreed levels of customer service and satisfaction. You will ensure the optimum planning and satisfaction of customer replenishment needs in the most cost-effective way. To be the face of Nestle for the customer responsible for maximising service to customers in the NiM Market, whilst enhancing everyday operations through efficient management of customer order profiles.

**Responsibilities**
- Take inbound calls for order placement from customers
- Work through the resolution cockpit with Centre of Scale to complete and resolve all demand capture failures within defined Service Level Agreement (SLA).
- Provide support as needed to Call Centre Agent for outbound sales calls.
- Consult with internal stakeholders to identify options to resolve blocked orders within SLA. Contact customer with recommended solutions.
- Align Material information with customer to be able to capture orders
- Primary contact point for customers for all order fulfillment issues
- Contact customer to propose mitigation actions due a range of issues including Out of Stock risk, transportation risk, warehouse risk or failure, and data error or stock allocation.
- Manage and ensure execution of mitigation actions has been communicated to customer and managed by relevant stakeholders including Demand Management, Centre of Scale, warehouse, sales etc.
- Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI's

**Skills and Experience**
- Evidence of strong time management in a fast-paced environment.
- Ability to organise self with mínimal direction.
- Ability to quickly acquire new knowledge and keep up to date the changes within the customer service area.
- Strong evidence of customer service skills and ability to deal with managing conflict & sensitive topics
- Evidence of dealing with tasks that require significant attention to detail and that need to be managed on time frames.
- Evidence of building relationships with internal/external stakeholders,
- Ability to balance the needs of customers and internal/external stakeholders.
- Ability to source data, analyse and report with a focus for addressing root cause

**Benefits**:
You will have the chance to work with an outstanding and highly engaged team, build and grow your career with an inclusive, global FMCG leader.

In addition, we offer:

- Varied career experiences and personalised development support
- Wellbeing benefits including vaccinations and health insurance discounts
- Diversity and Inclusion initiatives and program
- Paid parental and partner leave
- Purchase Leave Scheme
- Volunteering leave, Sports leave, Emergency Services leave
- Discounted Nestlé products
- Free gym access
- Parking onsite

**Applicants must have full Australian working rights

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