Customer Services Specialist

NESTLE TÜRKİYE GIDASANAYİ A.Ş.

We are currently looking for a Customer Services Specialist to join our Customer Services Team who will be mainly responsible for fulfillment of customer requirements in a timely and accurate manner by cooperating with related departments.

• University degree preferably in engineering
• At least 3 years of experience in Order to Cash in FMCG companies
• Negotiation, analytical, persuasive and communication skills are critical
• Good presentation skills and able to influence others internally and/or change customers behavior
• Familiarity to problem solving methodologies, claims, returns & refusals processes
• Systematic, good planning, prioritization, deadline focus, attention to details and team player
• Possesses good understanding of supply chain processes (particularly order to cash & distribution), commercial needs and customer replenishment process.
• Advanced MS Office knowledge especially in excel and PowerPoint
• Fluency in English

 JOB DESCRIPTION

• Build effective communication with the customers regarding any changes on the orders, requested and planned delivery date/time and delivery issues
• Negotiate with customers major exceptions (e.g. postponed deliveries, stock build up, exceptional deliveries to stores/DC, medium term supply issues, etc.)
• Organize and attend Customer visits
• Prepare customer profiles and customer database
• Capture and follow up relevant KPI data and gives support to the Manager on reports, returns and refusals 
• Follow COF (Customer Order Fullfilment) figures also from customer’s perspective and take necessary actions to close the gap
• Analyze KPI’s on a regular basis and follow up the root causes to improve service levels
• Lead the preventive action process with related parties in order to avoid refusals recurrences. 
• Respond to queries related to claims status and order/invoice status 
• Be an active member of cross functional projects (scorecard alignments, OSA, OSF, Xdock management, VMI..etc)
• Receive and resolve and/or assign the claims returns or refusals, obtain the authorization to process; execute the resolution
• Be responsible of reconciliation of return delivery notes coming from warehouses with invoices coming from customers 

 *The position is mainly located in Gebze and also Maslak.