Customer Service Executive - Temporary

POSITION: Customer Service Executive – Temporary (4 Months)
DIVISION:    Regional Customer Service Hub
LOCATION: NME JAFZA, Dubai, United Arab Emirates
REPORTS TO:    Regional Customer Service Supervisor

Main Purpose of Job

To assist processing claims, returns and refusals process for the Nestlé Middle East market in order to minimize customer dissatisfaction and to avoid financial deductions. Additionally, to perform root cause analysis and introduce steps to remove causes of error and reduce overall error rate.

Major Responsibilities

•    Proactively monitor all stages of the CRR process (Orders, Claims, Returns & Refusals) to ensure accurate and timely processing of all queries and CRR requests, including authorization, data integrity, physical goods collection, quality controls and financial billing

•    Understand and influence the order and demand management process with objective of reducing errors causing customer dissatisfaction, refusal or return of goods

•    Reporting and Root Cause Analysis: Analyze number, value, frequency of claims, returns and refusals and deductions at required levels of granularity, including ageing of requests and open items.

•    Produce required reports on volume, value and trends to show progress in reducing error rate.

Requirements
•    Preferably 1-2 years of operational experience in Customer Service or Order-to-Cash in a similar market environment or trade structure or have relevant operational experience in functions such as sales administration or accounts receivable.
•    SAP Knowledge and MS Excel required.
•    Good understanding of Customer Order-to-Cash processes including customer shelf life requirements and demand management techniques.
•    Skillful in Claims, Returns and Refusals, order management role with good judgment and decision making skills.
•    Good understanding of Material Handling e.g. picking to deliver, transport optimization, Plant and transport route determination and reverse logistics.
•    Great attention to detail and effective communication skills.
•    A proactive, solution focused mindset

About the Company
Nestlé with headquarters in Vevey, Switzerland was founded in 1866 by Henri Nestlé and is today the world’s biggest food and beverage company. Sales for 2006 were CHF 98.5 bn, with a net profit of CHF 9 bn. We employ around 265,000 people and have factories or operations in almost every country in the world.

The Company’s strategy is guided by several fundamental principles. Nestlé’s existing products grow through innovation and renovation while maintaining a balance in geographic activities and product lines. Long-term potential is never sacrificed for short-term performance. The Company’s priority is to bring the best and most relevant products to people, wherever they are, whatever their needs, throughout their lives.