Gestor/a de Clientes

**Position Snapshot**
- Location: Esplugues de Llobregat, Barcelona, Spain
- Company: Nestlé Spain S.A.
- Type of Contract: Temporary - 1 year
- Type of work: Hybrid/Remote

**The role**

To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the flow.

**What you’ll do**:

- Demand Capture:

- Complete and resolve all demand capture failures within defined service level agreement
- Order Filter:

- Contact customer or internal contact to resolve blocked orders within SLA
- Align material information with customer to be able to capture orders
- Order Fulfilment:

- Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out of Stock Repository
- Manage Stock Allocation issue that requires a customer contact
- Manage Delivery Creation issue in collaboration with Order Filtering and/or ICC(Interface Centre of Competence)
- Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Carrier Selection, Appointment Scheduling and Delivery delay
- Contact the customer and propose a resolution in case of Physical Logistics(Warehouse) issue related to Warehouse Capacity and/or Pick&Pack and loading issues
- Billing:

- Collaborates with billing in the resolution of billing issues that requires a contact with the customer
- Check the prices and quantities to be invoiced in order to ensure the perfect invoice
- Review rejected invoices or claims, analyze root causes to define actions and implement in order to avoid new issues and solve the issue
- Returns and Refusals:

- Be the pricipal contact for the customer for all returns and refusals
- Capture and register Returns and Refusals requests through Customer Interaction
- Analyse reasons for refusals and contact customers to propose mitigation actions for refusals
- Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of credit/debit value
- Manage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
- Manage, monitor and coordinate of the destruction of goods - when needed with Physical logicistics and 3rd party providers
- Provide guidance and help with missing documentation -when needed
- to Claims Management on the returns and refusals acceptance / non acceptance
- Inform Sales about non accepted returns and request for their approval when needed - Market dependent

**We offer you**:
We offer more than just a job. We put people first and inspire you to become the best version of yourself.
- Great benefits including competitive salary and a comprehensive social benefits package. We have one of the most competitive pension plans on the market, as well as flexible remuneration with tax advantages: health insurance, restaurant card, mobility plan, etc.
- Personal and professional growth through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.
- Hybrid working environment with flexible working scheme. Our state-of-the-art campus is dog friendly and equipped with a medical center, canteen and areas to co-create network and chill
- Recreation activities such as yoga, Zumba, etc. and a wide range of volunteering activities.

**Minimum qualifications**:

- Previous experience in at least two of the following areas will be highly considered:

- Customer Service/ or Call Centre
- Customer Facing Supply Chain
- Demand & Supply Planning
- Distribution/ Materials Handling
- Sales
- Previous experience in billing will be highly appreciated.

**About Nestlé**

We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief and disability.

Step outside your comfort zone; share your ideas, way of thinking and working to make a difference to the world, every single day. You own a piece of the action - make it count.

**How we will proceed**:
You send us your CV We contact relevant applicants Interviews Feedback Job Offer communication to the Finalist First working day