Customer Solution, Claims Associate

• Support call center activities for the Nestlé Health Science Medical Nutrition business
• Receive customer calls and capture and process customer orders
• Obtain required information for error-free order creation
• Create and categorize customer interactions and feedback
• Resolve inquiries or assign them to the appropriate team
• Monitor open orders according to the Daily Activity Schedule
• Contact customers regarding out-of-stock or stock allocation issues
• Collaborate with Order Fulfillment to resolve delivery note creation issues
• Contact customers and propose resolutions for transportation or warehousing issues
• Collaborate with CFSC, Sales, Logistics, COC, and other stakeholders
• Provide visibility into order status for customers and internal teams
• Apply root-cause reason codes using the global Reason Code Methodology
• Identify, analyze, and initiate escalations according to escalation criteria
• Drive continuous improvement using NCE methodology
• Participate in and facilitate Nestlé Continuous Excellence operational review meetings

Requirements

• High school diploma or equivalent required
• Availability/flexibility to work different shifts based on customer geography/time zone
• Reliable internet service with direct modem access for ethernet connection when working from home; no Wi-Fi or hotspot allowed
• Dedicated work area for customer calls and work equipment
• 1+ years' experience in a call center or related environment
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook
• Excellent written and verbal communication skills
• Ability to analyze and interpret data
• Strong decision-making and problem-solving skills
• Ability to work in a fast-paced environment and handle multiple priorities
• Ability to work independently with minimal supervision
• Strong customer service mindset
• Proactive continuous process and service improvement orientation
• Strong results orientation
• Undergraduate degree strongly preferred
• Order fulfillment experience strongly preferred
• Proficiency in SAP, BW, and Business Objects preferred
• This position is not eligible for Visa Sponsorship

Core Competencies

Demonstrates strong customer service skills and the ability to analyze and interpret data to support order fulfillment processes. Proficient in Microsoft Office applications and experienced in continuous improvement methodologies.

Highest-signal resume keywords

• Customer Service Mindset
• Order Fulfillment Experience
• Proficiency in SAP
• Strong Decision-Making Skills
• Ability to Analyze and Interpret Data

Hard Skills

• Data Analysis
• Order Processing
• Root-Cause Analysis
• Continuous Improvement
• Problem-Solving

Soft Skills

• Excellent Written Communication
• Excellent Verbal Communication
• Ability to Work Independently
• Flexibility to Work Different Shifts
• Strong Results Orientation

Industry Keywords

• Call Center
• Customer Interaction
• Escalation Criteria
• NCE Methodology
• Daily Activity Schedule

Tools & Technologies

• Microsoft Office
• SAP
• BW
• Business Objects