Customer Solutions Analyst - Supply Chain Management

POSITION SNAPSHOTLocation: Bangkok, Head Office

Company: Nestlé

Business Unit/Division: Supply Chain Management 

Full-Time

A Day In The Life...

Demand Capture: - complete and resolve all demand capture failures within defined service level agreement.

Order Filter:

• contact customer or internal contact to resolve blocked orders within SLA 
• align material information with customer to be able to capture orders.

Order Fulfilment:

• 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

Billing

• Collaborates with billing in the resolution of billing issues that requires a contact with the customer

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 
• Analyse 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 the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case 
• Manage, monitor and coordinate of the destruction of goods - when needed with Physical logicistics and 3rd party providers 
• Provide guidance and help with missing documentation -when needed- to Claims Management on the returns

Are You A Fit?

• Bachelor’s Degree in Logistics, Supply Chain Management or related.
• Minimum of 3 years of experience in Customer Service, Customer Facing Supply Chain, Demand or Supply Planning, Distribution Handling.
• Strong analytical skills and attention to details.
• Good negotiation, problem solving & convincing skills.
• Good English & Thai communication skills.