After-Sales Specialist

After sales specialist

Position Snapshot

Business area: Nespresso Canada

Location: 300 Léo-Pariseau, suite 2300 Montréal, QC Canada H2X 4B3;

Hybrid

A little bit about us

Nestlé Nespresso SA is a pioneer and is widely regarded as one of the top references in the field of high-quality portioned coffee. The company works with more than 168,550 farmers in 18 countries through its AAA Sustainable Quality Program to embed sustainability practices on farms and the surrounding landscapes. Launched in 2003 in collaboration with the NGO Rainforest Alliance, the program helps to improve the yield and quality of harvests, ensuring a sustainable supply of high-quality coffee and improving livelihoods of farmers and their communities.

In 2022, Nespresso achieved B Corp certification – joining an international movement of over 9,700 purpose-led businesses that meet B Corp's high standards of social and environmental responsibility and transparency.

Headquartered in Vevey, Switzerland, Nespresso operates in 96 markets and has over 14'000 employees. In 2024, it operated a global retail network of 818 boutiques. For more information, visit the Nespresso corporate website:

What to Expect:

After sales specialist ensures operational excellence and continuous improvement by using data to monitor, analyze, and optimize after-sales processes. Responsibilities include maintaining and analyzing critical metrics such as repair turnaround time, cost efficiency, and vendor performance to identify trends and drive improvements; streamlining workflows for purchase orders, invoices, SKU creation, and vendor onboarding using data insights; ensuring data accuracy across systems and compliance with ASP procedures to meet technical and quality standards; acting as a super user for Field Service tools to guarantee accurate data input and reporting for decision-making; and facilitating data-driven communication between Nespresso, Repair Centres, and HQ to align on service performance and improvement initiatives.

A day in the life of after sales specialist:

PO Management, Invoicing and Procurement Activities

• Setup or update Aftersales vendors : K2 creation, banking and payment information updates
• Back up for K2 SKU pricing updates
• Handle the "PO Creation File" related to Aftersales and ensure accurate justification documents are stored in SharePoint
• Ensure accurate PO creation (assigned to correct structure and approvers)
• Invoicing activities include : Partner invoice validation (challenge as needed), invoice matching to POs, troubleshoot/reassign invoices if necessary
• Follow up with any Service Partners who are in arrears with their monthly invoicing
• Assist in completion of monthly DF and accruals
• Support management in supplying data to prepare OpEx/Budget, as required

B2B Governance

• Generate monthly CV lists for partners according to contractual requirements
• Monitor and update manual SO closures based on partner invoicing (non-Fassk related interventions)
• Export data for KPIs to support both internal MOR for aftersales and external MOR for partners (alongside B2B Specialist)
• Participate as Facilitator for designated MOR and WOR dates

Communication

• Respond to requests, questions and inquiries from internal stakeholders (TQM, CRC, etc.)
• Provide feedback to internal collaborators on NesSoft failure code errors and related areas of improvements
• External communication to service partners and vendors as it relates to invoicing processes
• Focus on health and safety through use of P2P feedback platform

Role Requirements

• Bachelor degree or equivalent experience required.
• 3+ Years work experience in a technical field preferred
• Strong communication skills: proactive listening approach, interest and understanding for customers' remarks and questions, ability to draft conclusions following analysis with clarity and effectiveness
• Ability to manage internal customers from other departments
• Proactive & innovative - continuous search for more effective and efficient practices - problem solving skills in an asset
• Experience with problem solving methodologies is preferred
• Strong ability to multi-task, prioritize, and manage time efficiently.
• Advanced MS Office Skills - Excel/Word/Outlook/PowerPoint.
• Ability to work independently with limited supervision and a self starter
• Ability to also work in a collaborative environment with both technical and non-technical team members
• Strong analytical skills and organizational skills required to provide action plans and improvements on quality aspect
• Resourcefulness, initiative, independence, energy, proven business judgment

Benefits

• Flexible and hybrid work arrangements
• Excellent training and development programs as well as opportunities to grow within the company
• Up to 50% off – Nespresso Coffee Machine, Capsules and accessories
• Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites)
• Additional discounts on a variety of products and services offered by our preferred vendors and partnerships

What you need to know

We will be considering applicants as they apply, so please don't delay in submitting your application.

Nestlé Canada is an equal-opportunity employer committed to diversity, equity, inclusion, and accessibility. We welcome qualified applicants to bring their diverse and unique experiences as a result of their education, perspectives, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran's status, colour, religion, disability, sexual orientation and beliefs.

If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process.