O2c Customer Solutions Analyst Evergreen

7 months ago

Brampton, Canada Nestle Operational Services Worldwide SA Full time

Nestlé is the world’s largest food and beverage company. We have over 2000 brands ranging from global icons to local favorites, and are present in 190 countries worldwide. In Canada, excelling means sharing our passion for our purpose of enhancing quality of life and contributing to a healthier future. It also means living up to our exemplary values which are rooted in respect for ourselves, others, diversity and the future. We will support your personal growth with a people-focused culture and a flexible and diverse working environment. Join our team to support our purpose of enhancing quality of life and contributing to a healthier future.

**Position Snapshot**:
Business areas: Nestlé Canada Inc.
Job title: O2C Customer Solutions Analyst
Location: Brampton, Ontario
Grade: 13
Number of Vacancies available: 4
Employment time: Permanent and/or 12-month contract

**Position Summary**:
The primary purpose of the O2C Customer Solutions Analyst is to effectively manage the order capture process and monitor through to delivery to drive the Perfect Order Cycle. Eliminate waste and complexity in the O2C Flow by ensuring accuracy, timeliness of execution, and agreed levels of customer service and satisfaction.

**A day in the life of an O2C Solutions Analyst**:
Effective management of Order to Cash end to end activities for respective Customer Portfolio
- Timely resolution of all Demand Capture failures within defined SLA
- Error free order capture through alignment with the customer of material information
- Accurately maintained EDI Tables by proactively loading new product listings and ensuring current promotion shipping materials are up to date
- Resolution of all blocked orders through Order Filtering process within defined SLA
- Timely management of delivery creation issues through collaboration with order filtering and/or interfaces
- Timely resolution of Transportation issues through customer contact i.e. Carrier, Appointment Scheduling, Schedule adherence, order consolidation, delivery delays, etc.
- Timely resolution of Warehousing issues: capacity, picking, loading, etc.
- Timely resolution of billing issues requiring contact with the customer through collaboration with LGO/CoS

Effective management of the Return & Refusal and Compliance Processes
- Timely capture and registering of returns & refusal requests through Customer Interaction
- Demonstrate mitigating actions for refusals (i.e. redelivery)
- Demonstrate compliance of the returns & refusals requests according the Market Return & Refusal
- Policy to ensure all relevant documentation is in place for analysis
- Timely and accurate management of the destruction of goods as required with Physical Logistics and 3P providers
- Actively collaborate with Sales and CFSC on avoidance of true returns
- Timely resolution of all customer deduction/compliance fines with proper investigation and back up documents stored in document repository
- Proactively provide insight to CFSC on monthly deduction trends by customer
- Process Optimization through the identification of non value added activities within Order to Cash
- Timely collaboration with Market, CoC, and CoS to mitigate master data issues and pricing exceptions that cause order blocks or failures
- Actively provide 360 Visibility on order status to customers and internal teams
- Monitoring of open orders as defined in SOP's
- Management of relationships with key stakeholders in the Market, CoC, and CoS to ensure quality in The processes are meeting business and system requirements
- Drive continuous improvement within the team to a more efficient exception management process to meet and exceed all KPI's and SLA's
- Accurately maintain reporting requirements for Perfect Order Cycle, Case Fill, Order Fulfilment etc.
- Continually strive to exceed both external and internal customer expectations while adhering to Nestlé Terms and Conditions of Sale Document (below mins, returns, delivery schedules etc.)
- Effective use of NCE tools, standards, and Best Practices
- Identify gaps and opportunities in current processes using LEAN and FI tools

**What will make you successful**:

- A university or college degree in a business related discipline (such as supply chain or business administration), or equivalent combination of education and experience
- Bilingual in English and French is considered a strong asset.
- Demonstrate knowledge of Supply Chain principles and processes
- Ability to conduct root cause analysis with the intent to achieve error free order fulfillment
- Professional and concise communication with key internal and external stakeholders
- Project Management experience to support or lead projects
- Intermediate knowledge of MS Office (PowerPoint, Excel, Word, Outlook)

We have a friendly, supportive team with a coaching and mentoring environment. There are real opportunities for future development and progression - this really could be a move towards the exciting opportunity to drive strat

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