Customer Service Executive

Job Description

POSITION SNAPSHOT Location: Head Office/ Tehran /Iran Company: Nestlé Full-time. POSITION SUMMARY ● Control and perform all the processes of AR. ● Post customer payment and claim, reconciling and clearing customer line items. ● Manage the order to cash end-to-end process delivering the agreed service levels (total availability), optimizing the cost to serve. ● Represent the single point of contact for the Supply Chain ("one face" to customers) for all BUs. A DAY IN THE LIFE … Demand capture: ● Complete and resolve all demand capture failures within defined service level agreement ● Capture manual orders manage claims and deduction resolution through collaboration with Sales, Finance, Marketing, Physical Logistics, and Supply Chain. Order filter: ● Contact customer or internal contact to resolve blocked orders within SLA ● Align material information with customers to be able to capture orders conduct and provide collection analytics. Order fulfillment: ● Create deliveries. ● Manage delivery creation issues in collaboration with relevant stakeholders. ● Close open lines Analyze customers’ accounts. Monitor account details for non-payments, delayed payments, and other irregularities. Billing: ● Collaborates with billing in the resolution of billing issues that requires contact with the customer. ● Create billing. ● Billing health checks. ● Send PDF of invoices conducts intensive collection activities based on Market collection strategy. Returns and refusals: ● Capture and register return and refusals requests. ● Complete and resolve all demand capture failures within defined service level agreement issue dunning letters to customers. Credit debit note capture: ● Capture credits note and debit note. ● Complete and resolve all document capture failures within defined service level agreement. ● Use of reason code methodology to record appropriately 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 NCE operational review meetings and contribute to continuous improvement of processes, for a more efficient exception management process meeting all internal and external KPIs.