Customer Solution – Claims Associate
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Job Description
Nestlé Health Science customer solutions associate optimizing customer orders and returns. Managing order-to-cash processes, fulfillment issues, billing, and service improvements remotely.
Responsibilities:
- Serve as the primary point of contact and advocate for customers
- Capture incoming telephone and email demand and obtain information for error-free order creation
- Create and categorize customer interactions and feedback, resolving or assigning them appropriately
- Monitor open orders and ensure adherence to tasks and cadence
- Resolve blocked orders with customers and cross-functional business partners
- Optimize orders for logistical efficiency through payload maximization and order grouping or splitting
- Contact customers regarding out-of-stock or stock allocation issues
- Resolve issues preventing delivery note creation
- Address transportation and warehousing issues affecting delivery
- Capture, create, and register return requests
- Assess return compliance and obtain Sales authorization when thresholds are exceeded
- Validate returned products and documentation for credit/debit analysis
- Coordinate destruction or donation of goods when physical return is not warranted
- Verify refusal order reason codes and pricing before billing
- Analyze refusal causes and propose mitigation actions
- Collaborate with Billing to resolve customer-related billing issues
- Collaborate with stakeholders and business partners to align processes with business and customer needs
- Provide 360° order-status visibility to customers and internal teams
- Apply root-cause reason codes according to global methodology
- Identify, analyze, and initiate escalations based on escalation criteria
Requirements:
- High school degree or GED required
- Bachelor's degree preferred
- 2+ years of experience in Supply Chain preferred, including Order Management, Distribution, Inventory Management, Transportation, or Demand & Supply Planning
- Availability and flexibility to work different shifts based on customer geography/time zone or 7-day operations
- Reliable internet service with direct modem access for Ethernet; Wi-Fi or hotspot is not allowed when working from home
- Dedicated work area for customer calls and work equipment
- Excellent written and verbal communication skills
- Proven ability to analyze and interpret data
- Well-organized, methodical approach and excellent decision-making skills
- Strong creative problem-solving skills
- Proficiency in Microsoft Office applications, including Word, Excel, and Outlook
- Ability to work in a fast-paced environment and manage multiple priorities
- Ability to work independently with minimal supervision
- Strong customer service mindset
- Ability to develop trust and long-term relationships
- Proactive approach to continuous process and service improvements
- Strong result orientation
- This position is not eligible for Visa Sponsorship
Benefits:
- Performance-based incentives
- 401k with company match
- Healthcare coverage
- Broad range of other benefits
- Dynamic career paths
- Robust development opportunities
- Opportunities to learn from talented colleagues around the globe
- Benefits supporting physical, financial, and emotional wellbeing
- Inclusive workplace
- Reasonable accommodations during recruitment
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