Customer Solutions Specialist - VN

Nestlé; Meycauayan; On-site; PHP 420,000 - 660,000; Full time

Job summary

Nestlé Integrated Business Services Manila, Inc. in Meycauayan, Bulacan, Philippines is hiring for an Order-to-Cash Customer Service Specialist.

This role focuses on handling orders, inquiries, and issue resolution across channels to ensure timely delivery and accurate billing. You will collaborate with Demand Management, Logistics, Billing and Sales, maintain CRM records, monitor SLA timelines, and drive process improvements while delivering excellent customer service.

Qualifications

• Bachelor's degree in business, Supply Chain, or related field.
• Fluent in Vietnamese (spoken and written).
• 2+ 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.

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, 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

Vietnamese (fluent)

Customer service

Order-to-Cash

MS Office

Database/Reporting tools

Education

Bachelor's degree

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.

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 impact in a global environment, we invite you to join our team.

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
• Fluent in Vietnamese (spoken and written), with strong communication skills to support business operations and stakeholder engagement
• 2+ 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