POSITION SNAPSHOT
Title:
CSA/OFA Specialist
Company: NBS
Location: Cairo
Position Summary:
The role is responsible for the effective management of stock allocation and order fulfillment processes to enhance product availability and maximize customer service levels. This includes collaborating with cross-functional business partners to mitigate out of stock risk, managing customer expectations, and executing customer service strategies. Additionally, the role focuses on driving a smooth customer-centric journey in the Integrated Order and Account Receivables Management, minimizing waste, reducing complexities, and providing operational excellence. The individual serves as the primary point of contact and advocate for the customer, addressing root-cause problems and creating solutions to improve the overall customer experience throughout the end-to-end process.
A DAY IN THE LIFE …
- On-time resolution of demand capture failure exceptions to ensure smooth order flow and prevent delays in the order management process.
- On-time resolution of order filtering exceptions to meet customer requirements and ensure a clean backlog with no outstanding open items.
- Alignment with customers and internal teams on changes to avoid the recurrence of exceptions in the order management process.
- Resolution of order fulfillment exceptions, such as load optimization, carrier selection, appointment scheduling, delivery delays, out of stock risks, and out of stock communication, to meet service fulfillment measures as perceived by customers.
- Effective contribution to the continuous improvement of the order fulfillment process in collaboration with the Center of Competence.
- Execution of strategies from Operational Demand & Supply Review to ensure stock allocation based on business and customer prioritization.
- Embedding customer centricity in operational meetings to support collaboration and alignment in solving out-of-stock situations.
- Providing visibility on data analytics to anticipate issues, agree on mitigation actions, minimize waste, and drive continuous improvements in order fulfillment.
- Consistently delivering high-quality service and meeting service fulfillment measures to drive customer satisfaction.
- Proactive data analytics on customer behavior trends and out-of-stock risks, taking inputs from demand and supply planning, sales, and customer service strategy to ensure efficient order fulfillment.
- Proactive management of out-of-stock risks and generation of effective mitigation actions, including quota maintenance, transportation issue prevention, and highlighting customer order submission issues.
- Effective management of outputs and results of the stock allocation process within the ATP horizon, including urgent escalations and actions to solve unconfirmed products.
- Leveraging GLOBE functionalities to automate the allocation process and mitigate out-of-stock risk.
- Effective optimization of distribution costs and collaboration with cross-functional business partners such as physical logistics, demand and supply planning, transportation, and supply chain analytics.
- Ensuring the availability of right and on-time information for the customer solution team to address order fulfillment allocation issues or proactive out-of-stock communication.
- Resolution of billing exceptions in collaboration with internal teams and/or customers to ensure timely posting of documents on customer accounts and avoid collection issues.
- Proposing mitigation options for refusals to minimize cost impact to Nestle while considering customer interests.
- Coordinating the execution of returns and refusals processes with customers and internal teams to ensure smooth transfer of stocks back to Nestle or destruction as applicable.
- Securing relevant information, documentation, and approvals in compliance with market policy to avoid loss to Nestle and ensure correct adjustments to customer accounts.
- Resolving collaborated exception cases related to claims and deductions, ensuring correct and timely adjustment of customer accounts to avoid potential impacts on collection and customer experience.
- Professionally attending to customer queries and feedback to promote customer satisfaction.
- Driving and encouraging continuous improvement within the team to create a more efficient exception management process that meets all internal/external KPIs and service level agreements.
- Main measure:
COF(Customer Order Fulfilment)/OTIF (On time, In Full. Ensure customer satisfaction by delivering the product on time and in full)
CSL (Customer service level)
Untouched Order % (Optimize exception management to improve customer experience)
Perfect Invoice (Increase customer satisfaction with accurate invoicing and simple returns/refusals)
ARE YOU A FIT?
- Excellent English
- 1 to 4 years of customer service experience in a similar market environment, preferably in customer service, call center, customer-facing supply chain, demand and supply planning, distribution/materials handling, sales, or marketing.
- A college/university degree is required.
- Knowledge of customer service best practices and solutions.
- A basic understanding of the order-to-cash (O2C) flow and key business functions outside of the O2C stream.
- Strong attention to detail and results focus, with 2-4 years of experience in providing this within a Nestle market, region, or customer solutions environment.
- Experience and a strong focus on customers.
- Strong knowledge and expertise in supply chain and demand management.
- Ability to multitask and good communication skills.
- Ability to work well within a team environment or independently.
- Curiosity and intuition with a strong analytical mindset.
- Knowledge of supply chain end-to-end processes and customer service best practices and solutions.