Customer Service Executive

Job Description

POSITION SNAPSHOT Location: Head Office/ Tehran /Iran Company: Nestlé Full-time. POSITION SUMMARY To manage the order to cash end-to-end process delivering the agreed service levels (total availability), optimizing the cost to serve. To represent the single point of contact for the Supply Chain ("one face" to customers) for all BUs. A DAY IN THE LIFE … Demand Capture: ● Complete and resolve all demand capture failures within a defined service level agreement. ● Capture manual orders, manage claims and deduction resolution through collaboration with Sales, Finance, Marketing, Physical Logistics, and Supply Chain. Order Filter: ● Contact customer or internal contact to resolve blocked orders within SLA. ● Align material information with customers to be able to capture orders conduct and provide collection analytics. Order Fulfilment: ● Create deliveries. ● Manage delivery creation issues in collaboration with relevant stakeholders. ● Close open lines analyze customers’ accounts. Monitors account details for non-payments, delayed payments, and other irregularities. Billing: ● Collaborate with billing in the resolution of billing issues that requires contact with the customer. ● Create billing. ● Billing Health checks. ● Send PDF of invoices conducts intensive collection activities based on Market Collection Strategy. Returns and Refusals: ● Capture and register return and refusals requests. ● Complete and resolve all demand capture failures within defined service level agreement issue dunning letters to customers. Credit Debit note Capture: ● Capture credits note and debit note. ● Complete and resolve all document capture failures within defined service level agreement. ● Use of reason code methodology to record appropriately root cause. ● Provide 360 visibility on the status of orders to customers and internal teams. ● Ensure regular monitoring of open orders as per steps and frequency defined in SOP standard operating procedures and standard routines. ● Identify, analyze, and initiate the escalation process based on the escalation criteria. ● Participate in NCE operational review meetings and contribute to continuous improvement of processes, for a more efficient exception management process meeting all internal and external KPI's. ● Receive and action on incoming collection concerns from the customer and internal stakeholders.