Customer Service Executive

Job Description

POSITION SNAPSHOT:

Location: Head Office; Tehran; Iran;
Company: Nestlé;
Full-time

POSITION SUMMARY:

To manage the order-to-cash end-to-end process delivering the agreed service levels (total availability), optimizing the cost to serve.

A DAY IN THE LIFE …

Demand Capture:

• Complete and resolve all demand capture failures.
• Capture manual orders through collaboration with internal stakeholders.

Order Fulfilment:

• Create deliveries.
• Manage delivery creation issues in collaboration with relevant stakeholders.
• Closing open lines with demand planner collaboration.

Billing:

• Send PDFs of Invoices to customers on a weekly basis.

Returns and Refusals:

• Capture and register return and refusal requests.
• Use reason code methodology to record appropriate root cause.
• Provide 360 visibility on the status of orders to customers and internal teams.
• Ensure regular monitoring of open orders as per steps and frequency defined in SOP standard operating procedures and standard routines.
• Identify, analyze and initiate the escalation process based on the escalation criteria.
• Participate in operational review meetings and contribute to continuous improvement of processes, for a more efficient exception management process meeting all internal and external KPIs.