Customer Solutions Specialist

About the role

Join Nestlé Integrated Business Services Manila, Inc., a global provider of business support for Nestlé entities. As a Customer Solutions Specialist you will be the primary point of contact for customers, handling order placement, inquiries, and issue resolution while ensuring smooth execution of the Order‑to‑Cash process.

Key responsibilities

• 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 order status, risks such as stock shortages or logistics delays, and mitigation plans to customers.
• 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 deliver accurate and efficient service.
• 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.

Required profile

• Bachelor's degree in business, Supply Chain, or a 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.

Required skills

• Proficiency in MS Office.
• Experience with SAP.