Key Responsibilities

Demand Capture

Complete and resolve all demand capture failures within defined Service Level Agreements (SLAs).
Align material and customer master data to enable successful order capture.
Resolve blocked orders by coordinating with customers and internal teams.

Order Processing & Fulfillment

Monitor open orders regularly as per Standard Operating Procedures (SOPs).
Ensure high performance on key metrics such as:
Perfect Order Rate
Case Fill Rate (CFR)
On-Time Delivery
Invoice Accuracy
On-Time Billing
Manage stock allocation issues requiring customer interaction.
Proactively manage Out-of-Stock risks and propose mitigation actions to customers.
Coordinate with Order Filtering, Interface CoC, and Physical Logistics teams for delivery creation issues.
Resolve transportation-related issues (load optimization, carrier selection, appointment scheduling, delivery delays).
Resolve warehouse-related issues (capacity constraints, pick & pack, loading issues).

Customer Interaction & Visibility

Act as a single point of contact to provide 360-degree visibility on order status.
Proactively communicate order updates, exceptions, and resolutions to customers and internal stakeholders.
Build and maintain strong relationships with customers to ensure service excellence.

Billing

Collaborate with the Billing team to resolve billing issues that require customer communication.

Returns & Refusals

Serve as the primary customer contact for all returns and refusals.
Capture and register return and refusal requests through customer interaction tools.
Analyze refusal reasons and propose corrective and preventive actions.
Validate return requests as per market return policy and ensure complete documentation.
Coordinate execution of refusals with customers, transport, and warehouse teams.
Manage destruction of goods when required, coordinating with logistics and third-party providers.
Support Claims Management with documentation and acceptance decisions.
Inform Sales of non-accepted returns and seek approvals where required.
Use standardized reason codes to record and analyze root causes.

Continuous Improvement & Escalation

Identify, analyze, and escalate issues based on defined escalation criteria.
Drive continuous improvement initiatives to enhance process efficiency and KPI performance.
Participate in NCE operational review meetings and contribute to demand capture improvements.
Collaborate with Master Data, Pricing, and other specialists to address root causes of order failures.

Key Stakeholders

Internal

External

Key Performance Indicators (KPIs)

Qualifications & Experience

Bachelors degree from a recognized college/university.
5+ years of experience in leading teams in at least two of the following areas:
Customer Service / Call Center
Customer-Facing Supply Chain
Demand & Supply Planning
Distribution / Materials Handling
Sales and/or Marketing
Proven project management experience involving major projects or change initiatives.
Strong understanding of the Order-to-Cash process and customer service best practices.
Knowledge of supply chain KPIs such as CFR, Order Fulfillment, Invoice Accuracy, Returns & Refusals, and Net Trade Working Capital.

Skills & Competencies

Customer Solutions Analyst - Fulltime on Contract (FTC)

Job Description