Customer Solutions Specialist

Nestle SA; Meycauayan; On-site; PHP 480,000 - 800,000; Full time

Job summary

Nestlé Integrated Business Services Manila, Inc. is seeking a seasoned Order-to-Cash professional to manage customer interactions, oversee end-to-end processes, and resolve billing and fulfillment issues.

The role emphasizes strong communication, problem-solving, and cross-functional teamwork within a dynamic shared services environment. The successful candidate will handle inquiries across channels, monitor SLA timelines, and contribute to continuous improvement initiatives while ensuring data

Qualifications

• Bachelor's degree in business, Supply Chain, or related field.
• 2–5+ years in Customer Service, Shared Services, or Order-to-Cash.
• Strong understanding of Order-to-Cash lifecycle.
• Proficiency in MS Office and SAP.

Responsibilities

• Manage customer interactions including order placement, inquiries, and issue resolution via multiple channels.
• Monitor and ensure timely execution of the Order-to-Cash process, from order capture to delivery and payment.
• Investigate and resolve order blocks, fulfillment issues, and billing concerns within SLA timelines.
• Proactively communicate with customers regarding order status, risks, and mitigation plans.
• Serve as the primary contact for returns, refusals, and claims management, ensuring policy compliance.
• Collaborate with cross-functional teams (Demand Management, Logistics, Billing, Sales) to ensure accurate service delivery.
• Maintain and update records in CRM/ticketing systems for data accuracy and visibility.
• Support continuous improvement initiatives by identifying root causes and contributing to process enhancements.

Skills

Excellent communication

Stakeholder management

Problem solving

Multitasking

Education

Bachelor's degree in business or related field

Tools

SAP

Job description

Location: Meycauayan, Bulacan, Philippines
Company: Nestlé Integrated Business Services Manila, Inc.
Employment Type: Full-Time
Education: Bachelor’s Degree
Experience Level: 2+ Years of Relevant Experience

Joining Nestlé means becoming part of the largest food and beverage company in the world. At our core, we are a people-focused organization driven by our purpose of enhancing quality of life and contributing to a healthier future.

A Day in the Role

• Manage customer interactions including order placement, inquiries, and issue resolution via multiple channels
• Monitor and ensure timely execution of the Order-to-Cash process, from order capture to delivery and payment
• Investigate and resolve order blocks, fulfillment issues, and billing concerns in accordance with SLA timelines
• Proactively communicate with customers regarding order status, risks (e.g., stock shortages, logistics delays), and mitigation plans
• Serve as the primary contact for returns, refusals, and claims management, ensuring compliance with company policies
• Collaborate with cross-functional teams (Demand Management, Logistics, Billing, Sales) to ensure accurate and efficient service delivery
• Maintain and update records in CRM/ticketing systems, ensuring data accuracy and visibility across stakeholders
• Support continuous improvement initiatives by identifying root causes and contributing to process enhancements

What Will Make You Successful

• Bachelor's degree in business, Supply Chain, or related field
• 2–5+ years of experience in Customer Service, Shared Services, or Order-to-Cash processes
• Strong understanding of the Order-to-Cash lifecycle (order capture, fulfillment, billing, collections, returns)
• Excellent communication and stakeholder management skills
• Strong problem-solving ability with high attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in MS Office and database/reporting tools (SAP)
• Customer-centric mindset with the ability to handle sensitive situations professionally