Customer Solutions Specialist

About the role

Nestlé Integrated Business Services Manila Inc. delivers world‑class business support to Nestlé entities globally. As a Customer Solutions Specialist you will manage customer interactions, oversee the Order‑to‑Cash process and ensure timely resolution of issues.

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 line with SLA timelines.
• Proactively communicate order status, risks such as stock shortages or logistics delays, and mitigation plans to customers.
• Serve as primary contact for returns, refusals and claims management, ensuring compliance with company policies.
• Collaborate with Demand Management, Logistics, Billing and Sales teams to deliver accurate and efficient service.
• Maintain and update records in CRM/ticketing systems, ensuring data accuracy and visibility.
• 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.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• MS Office
• SAP