O2C Customer Solutions Analyst (Talent Pool)

Nestlé SA; Brampton; On-site; CAD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company as an O2C Customer Solutions Analyst, where you'll play a vital role in enhancing customer satisfaction and streamlining processes. In this dynamic position, you'll manage the order capture process, ensuring timely execution and driving the Perfect Order Cycle. Collaborate with diverse stakeholders to resolve issues and identify opportunities for improvement using LEAN methodologies. This role offers the chance to be part of a team dedicated to innovation and excellence in customer service. If you're passionate about making an impact and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Ability to handle customer inquiries effectively and resolve issues.
• Intermediate proficiency in MS Office is required.

Responsibilities

• Manage and optimize Order to Cash activities for customer portfolio.
• Resolve Demand Capture failures and monitor open orders.

Skills

Customer Service

Communication Skills

Multi-tasking

Problem Solving

Root Cause Analysis

Education

Bachelor's degree in Business/Supply Chain

Tools

MS Office (PowerPoint, Excel, Word, Outlook)

Job description

O2C Customer Solutions Analyst (Talent Pool)

A little bit about us
While Nestlé is known for KitKat, Gerber, Nescafe, and Häagen-Dazs, our recipe for success comes down to one thing: our people. We strive to lead a people-focused culture that empowers employees to bring their authentic selves to work each day. There are 3,000+ members of Nestlé Canada celebrated for taking action using agility, courage, and trust to find solutions that benefit the business or greater good. We’re a team of changemakers, who are curious and challenge the status quo, that take risks that will help drive us forward. Our focus is not only on nourishing our customers, but also about enriching you. We know that empowerment leads to strong employee engagement, a great work culture, and motivated employees.

What to Expect:
As a O2C Customer Solutions Analyst, you will manage the order capture process and monitor through to delivery to drive the Perfect Order Cycle. You will help to eliminate waste and complexity in the O2C flow by ensuring accuracy, timeliness of execution, and agreed levels of customer service and satisfaction.

This Talent Pool will be used to fill full-time permanent and/or contract positions for O2C team roles that may arise throughout the year.

A day in the life:

1. Manage and optimize Order to Cash activities for respective Customer Portfolio
2. Resolve Demand Capture failures, blocked orders through order filtering process
3. Validate customer deduction/compliance fines
4. Investigate transportation issues, warehousing issues, and billing issues within defined Service Level Agreements
5. Review and investigate returns & refusals and ensure destruction of goods where applicable as per policy
6. Collaborate with stakeholders to resolve master data issues and pricing exceptions resulting in order blocks or failures
7. Provide visibility on order status to customers and internal teams and monitor open orders as per policy
8. Identify process gaps and opportunities using LEAN and Focus Improvement tools

Role Requirements
• Ability to effectively handle customer inquiries and resolve issues while prioritizing day to day expectations
• Excellent communication skills with internal and external stakeholders
• Ability to multi-task and perform under pressure
• Intermediate proficiency in MS Office (PowerPoint, Excel, Word, Outlook)

Preferred Skills
• Bilingualism in English and French language skills are preferred, as this position requires collaboration with stakeholders across the Canadian market
• Bachelor's degree in Business/Supply Chain related field, or equivalent education and experience
• Skilled in conducting root cause analysis for error-free order fulfilment
• Project management experience, supporting or leading projects
• Knowledge of Supply Chain principles and processes

What you need to know
We will be considering applicants as they apply, so please don’t delay in submitting your application.

Nestlé Canada is an equal-opportunity employer committed to diversity, equity, inclusion, and accessibility. We welcome qualified applicants to bring their diverse and unique experiences as a result of their education, perspectives, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation and beliefs.

If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process.