Customer Service Executive

Nestle Iran Tehran

Posted a month ago

Job Description


Location: Head Office; Tehran; Iran;
Company: Nestlé;


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


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.


  • 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.


What Will Make You Successful?

  • A relevant university degree.
  • Good knowledge of Microsoft Office (Word/Excel/PowerPoint).
  • Fluency in English, both verbal and written communication.
  • Experience in supply chain, customer service, call centre or material handling.
  • Passion for working with customers, internally and externally.
  • Analytic mindset.
  • Shows a strong desire to develop trust and long-term relationships.
  • Proactiveness for service improvements and responsive to customer demands.
  • Able to handle very high level of stress and pressure.
  • Strong business perspective understanding.

Employment Type

  • Full Time


Employment type

  • Full Time

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