Customer Solutions & Claims Associate (Solgar/Garden of Life Brands)

At Nestle Health Science, we believe that nutrition, science, and wellness must merge, not collide. Here, we embrace the intrinsic connections of these three pillars, harnessing their collective strength to empower healthier lives. Our broad product portfolio includes renowned brands like Garden of Life, Nature's Bounty, Vital Proteins, Orgain, Nuun, BOOST, Carnation Breakfast Essentials, Peptamen, Compleat Organic Blends, and more. We also have extensive pharmaceutical expertise, offering innovative medicines that aim to prevent, manage, and treat gastrointestinal and metabolic-related diseases.

At Nestle Health Science, we bring our best for better lives. Our people are challenged to bring fresh, diverse views and make bold moves to empower healthier lives through nutrition. We know brilliant ideas can come from anyone, anywhere. Here we embrace the entrepreneurial spirit and collaborate with teams that champion focused and forward thinking. We are committed to fostering professional growth and celebrating the achievements of our people along the way. We offer dynamic career paths, robust development, opportunities to learn from talented colleagues around the globe, and benefits that support physical, financial, and emotional wellbeing.

Join us to innovate for impact and reimagine the future of health and nutrition for patients and consumers.

Job Description:

The Customer Solutions and Claims Associate serves as the primary point of contact and advocate for the Customer and is responsible to optimize orders while driving efficiency and minimizing waste throughout the end-to-end Order to Cash process flow. This role will support both our Graden of Life and Solgar brands and the position is a hybrid-based opportunity.

Applicants must be located within 60 geographical miles of proximity to our office location in Palm Beach Gardens, Florida (1-2 days working onsite/3-4 working from home). Hours of operations for this role include Monday to Thursday (10: 30 am to 7:00 pm EST) and Fridays (9:00 am to 5:30 pm EST).

Responsibilities:

Demand Capture

* Capture incoming telephone and email demand from customers and ensure all required information is obtained to enable error-free order creation.
* Create and categorize all types of interaction and feedback from customers, resolve if possible or assign to the appropriate team for resolution.

Order Filter

* Regularly monitor open orders and ensure adherence to the tasks and cadence.
* Collaborate with customer or cross functional business partners to resolve blocked orders within Service Level Agreements (SLAs) such as accounts receivables.
* Optimize orders for logistical efficiency (e.g. maximize payload, grouping/splitting orders, etc.).

Order Fulfillment

* Contact Customers when required due to out of stock or stock allocation issues.
* Collaborate with the Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery blocks).
* Contact Customers 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 & Refusals

* Be the 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 the Sales team 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 values.
* 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.

Billing & Additional Responsibilities

* Collaborate with the Billing team in the resolution of billing issues that require customer contact.
* Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC, etc.) to ensure the quality of processes are aligned to meet the business and customer needs.
* Provide 360 visibility on status of orders to customers and internal teams.
* Apply appropriate root cause reason codes following global reason code methodology.
* Identify, analyze and initiate the escalation process based on escalation criteria.
* Perform additional duties and responsibilities as assigned by the Supervisor of Customer Solutions & Claims team.

Requirements:

* High School Diploma or GED required; Bachelor's degree preferred.
* 1-2+ years of professional work experience working in a Customer Call/Contact Center, Retail Customer Care and/or within Supply Chain required, preferably supporting order management, distribution, inventory management, transportation, etc.
* Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) required.
* Must have excellent communication (oral and written), organization, presentation and stakeholder management skills (including the ability to develop and maintains strong, cross-functional stakeholder relationships).
* Must be a creative and effective problem solver and possess strong time management skills.
* Willing and able to work under pressure to meet tight deadlines with minimal supervision.
* Must be customer-service oriented and team-oriented.
* Must be analytical and data driven and possess the ability to seek continuous process and service improvements.
* Willing and able to work a flexible schedule Monday to Friday including morning, afternoon and early evenings based on the needs of the team and the business.

The approximate pay range for this position is $35,000 to $45,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location.

Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401(K) with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at:About Us |Nestle Careers (nestlejobs.com)

Requisition ID:
328999

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestle. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestle seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestle home.

The Nestle Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

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