Customer Solutions Specialist

Job description

Location : Meycauayan, Bulacan, Philippines Company : Nestlé Integrated Business Services Manila, Inc. Employment Type : Full-Time Education : Bachelor’s Degree Experience Level : 5+ Years of Relevant Experience Joining Nestlé means becoming part of the largest food and beverage company in the world. At our core, we are a people-focused organization driven by our purpose of enhancing quality of life and contributing to a healthier future. Nestlé Integrated Business Services Manila Inc. delivers world-class business support to Nestlé entities globally. We are committed to excellence through passion, reliability, innovation, and discipline. If you are driven to make an impact in a global environment, we invite you to join our team. A Day in the Role Manage customer interactions including order placement, inquiries, and issue resolution via multiple channels Monitor and ensure timely execution of the Order-to-Cash process , from order capture to delivery and payment Investigate and resolve order blocks, fulfillment issues, and billing concerns in accordance with SLA timelines Proactively communicate with customers regarding order status, risks (e.g., stock shortages, logistics delays), and mitigation plans Serve as the primary contact for returns, refusals, and claims management, ensuring compliance with company policies Collaborate with cross-functional teams (Demand Management, Logistics, Billing, Sales) to ensure accurate and efficient service delivery Maintain and update records in CRM/ticketing systems , ensuring data accuracy and visibility across stakeholders Support continuous improvement initiatives by identifying root causes and contributing to process enhancements What Will Make You Successful Bachelor's degree in business, Supply Chain , or related field 2–5+ years of experience in Customer Service, Shared Services, or Order-to-Cash processes Strong understanding of the Order-to-Cash lifecycle (order capture, fulfillment, billing, collections, returns) Excellent communication and stakeholder management skills Strong problem-solving ability with high attention to detail Ability to manage multiple priorities in a fast-paced environment Proficiency in MS Office and database/reporting tools (SAP) Customer-centric mindset with the ability to handle sensitive situations professionally