Nestle Customer Service Jobs in Accra
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Joining Nestlé means you are joining the largest food and Beverage Company in the world. At our very core, we are a human company driven by our purpose to enhance the quality of life and contribute to a healthier future.
As the Customer Solutions Analyst will professionally engage with customers to resolve issues and concerns related to order management, order status, claims, returns and refusals queries. To also serve as the primary point of contact internally (Sales/Business Units/Physical Logistics) and externally (Customers).
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A day in the life.
You will
- Secure relevant information, documentation and approval in compliance with market policy to avoid loss to Nestle and guarantee correct adjustment to customer account
- Propose mitigation options for refusals to minimize cost impact to Nestle without disregarding customer interest
- Resolve collaborated exception cases (E.g. Returns and refusal related claims or deductions), ensuring correct and timely adjustment of customer account to avoid potential impact on collection and customer experience
- Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal/external KPI's and service level agreements
- Define and drive actions based on customer surveys in order to improve service to customer in area of order management, exception management, communication (customer interaction) incl participation in projects and leading initiatives with support of Customer Facing Supply Chain Function.
- Regular order status communication to internal and external stakeholders.
- Proactive communication to customers in case of delays or out of stock as per communication method agreed with Customers.
- Ensure Customer orders are optimized and managed before defined cut off time with the correct appointment times agreed/scheduled with customer.
WHAT MAKES YOU SUCCESSFUL?
- Ability to speak and write French fluently( needed requirement)
- Operational experience in the following areas is beneficial:
- Working for or with a customer in a collaborative environment
- Working in other Supply Chain functions such as Physical Logistics or Sales support
- Experience in related business improvement projects
- Good Knowledge about Generating Demand, Supply Chain and Finance process for pricing
- Understanding of Logistics processes including Materials Handling e.g. picking to deliver, transport optimization, plant and transport route determination
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Basic understanding of the Order-to-cash
- Flow and key business functions outside of the Order to Cash stream
- Supply Chain End to End Processes and Customer Service Best Practices and solutions knowledge.
- Analytical
- Good interpersonal skills
- Pay attention to details
Minimum Educational Qualification:
- Bachelor’s degree in Business Administration, Supply Chain and Logistics.
Minimum Relevant work experience:
- Minimum 1 to 2 years of preferably operational experience in order fulfilment type of role in a similar market environment or trade structure.
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