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Export Customer Solution Specialist - Remote


As a leader in the science of nutrition, Nestlé Health Science believes in empowering healthier lives for patients and consumers through a rich product portfolio featuring top brands such as Garden of Life®, Nature’s Bounty®, Vital Proteins®, Nuun®, Persona Nutrition®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more, as well as through Aimmune Therapeutics, a biopharmaceutical company developing therapies to prevent, manage and treat food, GI and metabolic-related diseases.


Our team members are challenged to make a genuine impact and play an integral role in driving the business forward. We embrace a dynamic culture that always puts the consumer first, and where ownership, accountability and agility are celebrated at every level. To help our people thrive, we offer expansive career growth potential, the opportunity to work alongside and learn from talented colleagues with diverse backgrounds and skill sets, and a range of best-in-class benefits.


We have more than 11,000 employees around the world, and products available in over 140 countries.


This position is not eligible for Visa Sponsorship.


The Customer Solutions Specialist serves as the primary point of contact and advocate for Export customers. When fulfilling order management duties, this position is responsible for efficiently managing the customer order management process and to consistently deliver customer satisfaction. When fulfilling customer returns & refusals duties, this position is responsible for efficiently managing the reverse logistics process which includes returns, refusals and any overages, shortages and damages (OS&D).


Work is remote-based and the schedule is Monday-Friday.


PRIMARY RESPONSIBILITIES:


Demand Capture and Order Filter:

  • Responsible for generating / coordinating all export documentation – Certificate of Origin, Health Certificates, Chamber of Commerce, USDA, Certificate of Free Sale, Seaway BOL, Batch Mark List , Shipper’s Letter of Intent/Instructions, etc.
  • Collaborate with Market and Intermarket Supply Planner to ensure General Shipping Instructions (GSI) are updated yearly to comply with Nestle compliance program
  • Inform Key Stakeholders of order status and any logistical issues that could impede shipment and result in fines/demurrage charges
  • Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
  • Monitor and address account specific issues upon receipt of order; independently problem solve any occurring issues, while coordinating with customer and cross functional teams to ensure blocked orders are processed accurately
  • Facilitate and ensure account specific orders are shipped complete and on time to meet accounts required ship to arrive dates.

Manage Customer Support and Service:

  • Responsible for multi-million dollar sales orders from the time customer orders are placed to their delivery
  • Is accountable for driving customer satisfaction by consistently delivering high quality service
  • Drive a Continuous Improvement culture by consistently leading and participating in small projects and events to improve a process or eliminate waste
  • Participate in customer meetings as needed
  • Manages Stakeholder expectations as it relates to stock availability, order status and delivery execution.

Order Fulfillment:

  • Responsible for generating / coordinating all export documentation – Certificate of Origin, Health Certificates, Chamber of Commerce, USDA, Certificate of Free Sale, Seaway BOL, Batch Mark List , Shipper’s Letter of Intent/Instructions, etc.
  • Collaborate with key stakeholders and cross-functional business partners – International Logistics Team, Physical Logistics, Intermarket Supply Planners, QA, Transportation, Steam Ship Lines - to meet the business and customer needs
  • Execute Transportation Management load planning function
  • Collaborates with customer or cross functional business partners to resolve blocked orders within SLA
  • Assesses compliance of return requests according to market return policy conditions
  • Review and validate Export IMS complaints and collaborate with Claims Associate to generate credits
  • Coordinates destruction or donation of goods when physical return is not warranted
  • Collaborate and reconcile shipping errors/discrepancies with Nestle Plants and A/P to ensure invoice accuracy

Additional Responsibilities:

  • Provides 360° visibility on status of orders to customers and internal teams
  • Identifies, analyzes and initiates the escalation process based on escalation criteria
  • Drives and encourages continuous improvement mindset applying NCE methodology.
  • Participates in NCE operational review meetings

REQUIREMENTS AND MINIMUM EDUCATION LEVEL:


  • Undergraduate degree strongly preferred
  • Availability / flexibility to work different shifts based on customer geography/time zone; or 7 days operations

EXPERIENCE:


  • 2 – 4 years experience in Supply Chain preferred (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.)

SKILLS:


  • Strong business acumen with a sense of urgency
  • Excellent written and verbal communication skills
  • Excellent analytical aptitude with a proven ability to analyze/interpret data
  • Well-organized, methodical thinker with excellent decision-making skills
  • Strong and creative problem-solving skills
  • Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
  • Intermediate Level Excel skills, including experience working with large data-sets and familiarity with creating & using v-lookups and pivot tables.
  • Proficiency in SAP, BW and Business Objects preferred
  • Ability to work in a fast paced environment and handle multiple priorities.
  • Ability to work independently with minimal supervision

OTHER PERSONAL QUALITIES:


  • Strong Customer Service mindset and passion for delighting customers internally and externally
  • Demonstrates a strong desire to develop trust and long term relationships
  • Proactively seeks continuous process and service improvements
  • Strong result-orientation

Requisition ID: 212799


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 Nestlé. 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. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.


The Nestlé 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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