Customer Solution Analyst At Nestlé Egypt
Job Description :
• Complete and resolve all demand capture failures within defined service level agreement
• Align material information with customer to be able to capture orders
• Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out of Stock Repository
• 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
• Contact the customer and propose a resolution in case of Physical Logistics(Warehouse) issue related to Warehouse Capacity and/or Pick&Pack and loading issues
• Collaborates with billing in the resolution of billing issues that requires a contact with the customer
• Provide 360 visibility on status of orders to customers and internal teams
• Collaborate with relevant specialists (in COC and Market) to determine and better understand cause of master data and pricing exceptions that cause blocks or order failure - e.g. COC O2C Master Data Specialist and COC Pricing Analyst
• Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines
• Contact customer or internal contact to resolve blocked orders within Service Level Agreement
Job Requirements:
• Bachelor’s Degree in Business Administration or any related field
• Passion for working with customers, internally and externally
• Fluency in English & Arabic languages
• SAP experience is must
• Power BI knowledge is a plus
• Analytic endowment
• Shows a strong desire to develop trust and long-term relationships
• Proactiveness for service improvements and responsive to customer demands