Customer Solution & Claims Specialist

About the role

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At Nestlé Health Science, we believe that nutrition, science, and wellness must merge, not collide. Here, we embrace the intrinsic connections of these three pillars, harnessing their collective strength to empower healthier lives. Our broad product portfolio includes renowned brands like Garden of Life®, Nature's Bounty®, Vital Proteins®, Orgain®, Nuun®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more. We also have extensive pharmaceutical expertise, offering innovative medicines that aim to prevent, manage, and treat gastrointestinal and metabolic-related diseases.

At Nestlé Health Science, we bring our best for better lives. Our people are challenged to bring fresh, diverse views and make bold moves to empower healthier lives through nutrition. We know brilliant ideas can come from anyone, anywhere. Here we embrace the entrepreneurial spirit and collaborate with teams that champion focused and forward thinking.

We are committed to fostering professional growth and celebrating the achievements of our people along the way. We offer dynamic career paths, robust development, opportunities to learn from talented colleagues around the globe, and benefits that support physical, financial, and emotional wellbeing.

Join us to innovate for impact and reimagine the future of health and nutrition for patients and consumers.

Position Summary

The Specialist, Customer Solutions serves as the primary point of contact for the customer and sales force throughout the customer order management process. The bulk of consumers for this position are international markets in which Nestlé Health Sciences is operating and will have a large export focus.

When fulfilling order management duties, this role is responsible for efficiently and effectively managing the end-to-end Order to Cash process flow, from intake of customer sales orders through receipt of goods to ensure orders are received in full and on time.

This role is expected to go above and beyond for our customers, sales force and internal cross functional business partners with the ability to be an independent thinker who troubleshoots complex issues, determines and performs the actions needed to resolve unexpected situations, and drives constant improvement leading to exceeding our customers expectations.

Primary Responsibilities

• Analyze order exceptions and take action on identified ways to improve customer order patterns and minimize order touches.
• Coordinates directly with customer carriers to secure ocean bookings and air freight shipments to ensure freight is scheduled and picked up to meet cutoff dates

Monitor and address account specific issues upon receipt of order; independently problem solve any occurring issues, while coordinating with customer and cross functional business partners to ensure blocked orders are processed accurately and within our service level agreement (SLA).

• Facilitate and ensure account specific orders are shipped complete and on time to meet accounts requested delivery dates.
• Follow order through from entry to receipt at the accounts location.
• Identify carrier issues along the way and work with traffic team to solve.
• Notify customer and on carrier issues / delays along the way to keep all informed.

• Monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence.
• Advises Stakeholders of potential delays or inventory challenges that would impact current lead time expectations.
• Review and align on General requirements within IMS Product Briefs.
• Optimizes distribution costs by collaborating with cross-functional business partners such Physical Logistics, Demand and Supply Planning (DSP), Transportation and Supply Chain Analytics.
• Ensure warehouse time slots are filled to ensure workload.
• Collaborate with Order Fulfillment team on any out of stock / allocation issues, especially for displays, new item launches, customer promotions and own customer communication on mitigation if required in order to ensure fulfillment
• Responsible for generating / compiling 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.
• Provides 360° visibility on status of orders to customers and internal teams. Additionally, applies appropriate root cause reason codes following global Reason Code Methodology.
• Capture, create and register all return requests accurately as the principal customer contact while analyzing reasons for refusals.
• Assess and determine compliance of Return Requests according to Market Return Policy Conditions. Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds.
• Propose mitigation actions with customers to reduce / eliminate in the future.
• Prioritize “drive waiting” inquiries to reduce carrier/driver wait times at customer location.

Experience and Education Requirements

• At least 1 year of experience in Supply Chain is required (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.).
• Bachelor’s Degree is strongly preferred but not required.
• Proficiency in SAP, BW and Business Objects preferred.
• 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.
• 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.
• Ability to work in a fast paced environment and handle multiple priorities.
• Ability to work independently with minimal supervision.
• Working knowledge of export business.
• This position will be either a remote or hybrid role based on the selected candidate’s geographic location. Strong preference will be given to applicants who live within a commutable distance within Bridgewater, New Jersey.

Salary

$48,811.50 to $74,665.00 per year

Pay and benefits

The pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location. It is not typical for an individual to be hired at top of range.

Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at

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.

This position is not eligible for Visa Sponsorship.