Customer Solution, Claims Associate

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Provide assistance for call center operations within the Nestlé Health Science Medical Nutrition sector.

• Handle incoming customer calls while capturing and processing customer orders efficiently.

• Gather necessary information to ensure accurate order creation.

• Document and categorize customer interactions and feedback effectively.

• Address inquiries directly or escalate them to the right team.

• Track open orders in accordance with the Daily Activity Schedule.

• Communicate with customers regarding stock shortages or allocation issues.

• Work in conjunction with Order Fulfillment to troubleshoot delivery note creation problems.

• Reach out to customers and suggest solutions for transportation or warehousing challenges.

• Collaborate with CFSC, Sales, Logistics, COC, and other relevant parties.

• Ensure customers and internal teams are informed about order status.

• Utilize root-cause reason codes as per the global Reason Code Methodology.

• Recognize, assess, and initiate escalations based on established criteria.

• Champion continuous improvement initiatives utilizing NCE methodology.

• Engage in and lead operational review meetings for Nestlé Continuous Excellence.

⛳️ Requirements

• A high school diploma or equivalent is mandatory.

• Must have the flexibility to work various shifts according to customer geography/time zone.

• Reliable internet service with direct modem access is required for working from home; Wi-Fi or hotspot connections are not permitted.

• A designated workspace for handling customer calls and managing work equipment is necessary.

• At least 1 year of experience in a call center or similar environment is preferred.

• Proficient in Microsoft Office applications, such as Word, Excel, and Outlook.

• Exceptional written and verbal communication skills are essential.

• Ability to analyze and interpret data effectively.

• Strong decision-making and problem-solving capabilities are required.

• Must thrive in a fast-paced environment and manage multiple priorities simultaneously.

• Ability to work autonomously with minimal supervision is essential.

• A strong customer service orientation is imperative.

• Proactive approach to continuous process and service improvement is desired.

• A solid results-oriented mindset is necessary.

• An undergraduate degree is highly preferred.

• Experience in order fulfillment is strongly preferred.

• Familiarity with SAP, BW, and Business Objects is preferred.

• This position does not qualify for Visa Sponsorship.

🏝️ Benefits

• Eligibility for performance-based incentives and bonuses.

• 401(k) plan with company matching contributions.

• Comprehensive healthcare coverage.

• A competitive total rewards package.

• Opportunities for professional growth and development.

• Chance to learn from skilled colleagues worldwide.

• Benefits that support physical, financial, and emotional wellbeing.

• An inclusive workplace committed to equal employment opportunities.