Customer Solutions Specialist (opens in new tab)

Nestle SA; Meycauayan; On-site; PHP 391,000 - 614,000; Full time

Job summary

Nestlé Integrated Business Services Manila Inc. is seeking a results-oriented professional to manage customer interactions, order processing, and issue resolution across multiple channels.

You will monitor the Order-to-Cash process from order capture to delivery and payment, addressing blocks and billing concerns with SLA adherence. The role requires a Bachelor's degree with 2+ years in Customer Service or Shared Services, strong communication, problem-solving, and a customer-centric mindset.

Qualifications

• 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.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in MS Office and SAP.
• Customer-centric mindset.

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 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

Skills

Customer Service

Order-to-Cash

Communication

Stakeholder management

Problem-solving

Multitasking

Education

Bachelor's Degree

Tools

MS Office

SAP

Job description

Employment Type:Full-Time

Education:Bachelor’s Degree

Experience Level:2+ Years of Relevant Experience

JoiningNestlémeans 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.

Nestlé Integrated Business Services Manila Inc.delivers world-class business support to Nestlé entities globally. We are committed to excellence through passion, reliability, innovation, and discipline. If you are driven to make an impactina global environment, we invite you to join our team.

A Day in the Role

Manage customer interactions includingorder placement, inquiries, and issue resolutionvia multiple channels

Monitor and ensuretimelyexecution of theOrder-to-Cash process, from order capture to delivery and payment

Investigate and resolve order blocks, fulfillment issues, and billing concernsin accordance withSLA timelines

Proactively communicatewith customersregardingorder status, risks (e.g., stock shortages,logisticsdelays), and mitigation plans

Serve as the primary contactforreturns, refusals, and claims management, ensuring compliance with company policies

Collaborate with cross-functional teams (Demand Management, Logistics, Billing, Sales)to ensureaccurateand efficient service delivery

Maintain and update records inCRM/ticketing systems, ensuringdata accuracy and visibility across stakeholders

Support continuous improvement initiativesbyidentifyingroot causes and contributing to process enhancements

What Will Make You Successful

Bachelor's degree inbusiness, Supply Chain, or related field

2–5+ years of experience inCustomer Service, Shared Services, or Order-to-Cash processes

Strong understanding of theOrder-to-Cash lifecycle(order capture, fulfillment, billing, collections, returns)

Excellent communication and stakeholder management skills

Strongproblem-solving abilitywith high attention to detail

Ability to manage multiple prioritiesin a fast-paced environment

Proficiency in MS Office and database/reporting tools (SAP)

Customer-centric mindsetwith the ability to handle sensitive situations professionally