Customer Solutions Analyst (Panama, PA)

We are Nestlé, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.

Position Snapshot

Location: Panama, Panama City (Distribution Center, Parque Sur)

Functional Area: O2C

Experience +2 years.

Position Summary

Joining Nestlé means you are joining the world's largest food and Beverage Company. At our core, we have a human environment: we are passionate people driven by the purpose of improving the quality of life and contributing to a healthier future.

As Customer Solutions Analyst, you are responsible for effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow. You will own the resolution and coordination of order-related exceptions across the Order-to-Cash process, acting as the key link between customers and internal teams to ensure reliable service delivery, operational excellence, and continuous process improvement.

A day in the life of...

1. Complete and resolve all demand capture failures within defined service level agreement

2. Contact customer or internal contact to resolve blocked orders within SLA. Align material information with customer to be able to capture orders

3. Manage order fulfilment exceptions by coordinating with customers and internal stakeholders to resolve inventory, allocation, delivery, transportation, and warehouse-related issues, ensuring timely order execution and minimizing service disruptions.

4. Collaborates with billing in the resolution of billing issues that requires a contact with the customer.

5. Manage end-to-end returns and refusals processes, serving as the main customer contact while ensuring policy compliance, documentation accuracy, stakeholder coordination, and timely resolution of customer issues.

6. Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines.

7. Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI's.

What will make you successful

• Professional in Industrial Engineer, Administrator and/or related careers.

• Success in delivering competitive advantages to the business through order-to-cash process.

• Demonstrated ability to manage customers and 3rd party distribution providers

• Demonstrated ability to communicate effectively.

• Understands the interaction of all Supply Chain KPI’s e.g. Case Fill Rate, Order Fulfillment, Invoice Accuracy, Net Trade Working Capital, Returns and Refusals

• Advanced English Skills (conversational and written).