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Monday, 24 December 2018

Customer Solutions Analyst

Position Snapshot

Location: Lagos, Nigeria
Company: Nestlé Nigeria Plc.
Position Type: Full-time
Minimum Educational qualification: Higher National Diploma or Bachelor’s Degree
Minimum Relevant work experience: Experienced Hire- 4 years of relevant experience.     
      Position Summary

As the Customer Solution Analyst (CSA), you are in charge of effectively driving the Perfect Order Cycle Approach to minimize all waste and complexities in the Order to Cash (O2C) flow (i.e. customer order to payment flow).                                                                                    

A successful Customer Solution Analyst also manages the execution of Refusals with Customers, transport affected products, receive and archive all relevant information related to the case.

CSA also ensures on time delivery of Order fulfillment for Modern Trade orders; and Identifies and mitigates short term Out of Stock issues for Modern Trade Customers

You are also the hub for all Customer Interaction. All inbound communication from all internal & external parties: Distributors, Customers, and Internal Teams managing feedbacks in record time

The CSA also collaborates with relevant specialists to determine and better understand cause of master data and pricing exceptions that result in blocks or order failure, provide 360 visibility on status of orders to customers and internal teams.
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, monitor and coordinate of the destruction of goods - when needed with Physical logistics and third party providers
Vendor Management Inventory and Customer Management Inventory

Generate Customer orders (proposal) in line with agreed stock replenishment parameters.
Order Fulfilment:

Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep the Out of Stock Repository updated
Apply agreed mitigation with customer on affected orders.
Contact the customer and propose resolution of Transportation related issue (s) related to load optimization, carrier selection, appointment scheduling and delivery delay.
Contact the customer and propose resolution of Physical Logistics (Warehouse) issue related to Warehouse Capacity or loading issue                           
Order Filter:

Contact customer or internal contacts to resolve blocked orders within SLA
Align demand information with customer to be able to capture orders made  
Capture Demand:

Complete and resolve all demand capture failures within defined Service Level Agreement (SLA)
Call Centre:

You manage all types of customer requests and solve or assign to correct owner(s) whilst developing relationships with customers.
Billing:

Collaborates with billing team in the resolution of billing issues that requires contacting customer(s)
What Will Make You Successful?

At least 4 years of relevant operational experience  with 2-3 years in at least two of the following areas:
Customer Service/ or Call Centre
Customer Facing Supply Chain
Demand & Supply Planning
Distribution/ Materials Handling
Sales / Marketing
Procurement
Engineering, Computer Science or Business related degree (minimum Second class/ Lower Credit)
Proven project management experience on implementation of major project(s) or change program(s)
Expert Level proficiency in Microsoft Office Excel (able to develop models)
Certification is an additional advantage
Good interpersonal and communication skills.
Highly assertive, courageous and persistent.
                                                                                                   Position closes the 28th of December 2018

                          Nestlé Nigeria Plc. upholds the principle of Non- Discrimination and Equal Employment Opportunities in its recruitment processes.

                                                                             We do not request for funds from candidates in our recruitment process

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