Customer Services Supervisor

Job Description

POSITION SNAPSHOT

Location: Tehran /Iran;
Company: Nestlé;
Full-Time.

Position Summary:

• To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.

A DAY IN THE LIFE …

Demand Capture:

• Complete and resolve all demand capture failures within the defined service level agreement.

Order Filter:

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

Order Fulfilment:

•  Contact internal/external stakeholders, 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 the customer if related to already existing orders or Request to order fulfillment to set the mitigation action for future orders.
• Manage Stock Allocation issue that requires a customer contact.
• Manage delivery creation issues in collaboration with order filtering.
• Contact the internal/external stakeholders and propose a resolution in case of transportation issues related to load optimization, carrier selection, appointment scheduling, and delivery delay.
• Contact the internal/external stakeholders and propose a resolution in case of physical logistics (warehouse) issues related to warehouse capacity and/or Pick&Pack and loading issues.

Returns and Refusals:

• Be the principal contact for all returns and refusals.
• Capture and register returns and refusal requests through systems.
• Analyze reasons for refusals and contact internal/external stakeholders 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 and transport and receive and archive all relevant information of the case.
• Manage, monitor, and coordinate the destruction of goods - when needed with Physical logistics and 3rd party providers.
• Provide guidance and help with missing documentation -when needed- to Claims Management on the returns and refusals acceptance/nonacceptance
• Inform sales about non-accepted returns and request their approval when needed - market dependent.
• Use of reason code methodology to record appropriate 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 eoutines.
• Optimize orders where logistical efficiency is required such as the attainment of logistics trade terms.
• Identifying, analyzing, and initiating the escalation process based on the escalation criteria.
• Manage relationships with key stakeholders in the market and CoC to ensure the quality and processes are meeting the business and system requirements.
• Participate in NCE operational review meetings and contribute to continuous improvement of the demand capture process.

What Will Make You Successful?

• 5 years or more experience in leading teams in at least two of the following areas:

1. Customer service/or call center.
2. Customer facing supply chain.
3. Demand and supply planning.
4. Distribution/materials handling.
5. Sales and/ or marketing.

• Project management experience to the implementation of a major project(s) or change program(s).
• A college/university degree.
• Fluency in English.