Manager Customer Solution & Claims in Ronkonkoma, NY at The Bountiful Company

Date Posted: 8/3/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    2100 Smithtown Avenue
    Ronkonkoma, NY
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:
    8/3/2022

Job Description

Company Description

The Bountiful Company, a Nestlé Health Science Company, is a pure play branded leader in global nutrition, living at the intersection of science and nature. As a manufacturer, marketer and seller of vitamins, minerals, herbal and other specialty supplements, and active nutrition products, we are focused on enhancing the health and wellness of people’s lives. The Bountiful Company’s portfolio of trusted brands includes Nature's Bounty®, Solgar®, Osteo Bi-Flex®, Puritan’s Pride®, Sundown® and Ester-C®.

Inclusion and Diversity in the workplace matters at The Bountiful Company.  This includes being focused on retaining and recruiting a diverse workforce and building a culture of inclusivity.  Our goal is to create a place where people feel respected, valued and able to bring their authentic selves to work each day. 

Did we mention that we also offer excellent benefits, competitive compensation and a progressive, healthy company culture? If you’ve ever spent your workdays watching the clock, you know how important a positive work environment is for a person’s well-being. The Bountiful Company is committed to supporting wellness in all forms. And when it comes to wellness, nature is a pretty good place to start.

Job Description

The Nestlé Health Science (NHSc) Customer Solutions Manager provides leadership to the NHSc Customer Solution team as part of the newly formed One NHSc Customer Supply Chain organization.

This role will play a key role in ensuring a team implements and adheres to ways of working in alignment with Nestlé standards and processes. This Manager will be involved in the integration of other NHSc businesses into the One NHSc CS team, as well as collaborate closely with cross-functional business partners and will drive efficiencies to minimize waste and complexities in the Order-To-Cash (O2C) process.

PRIMARY RESPONSIBILITIES:

  • Manage and oversee all activities performed by the Customer Solution Analysts (CSAs) in the area of Demand Capture, Order Filter, Order Fulfillment, Returns and Refusals and Billing processes within defined Service Level Agreement (SLA)
  • Lead the Customer Solutions team ensuring to provide the highest quality of service to customers as the CSA is the primary point of contact for customers
  • Provide guidance on exception and escalation handling
  • Work on increasing standardization and share ability opportunities, exploring options where to share activities on highest level possible including the Nestlé Shared Service / Center of Scale
  • Lead the team towards a continuous improvement mindset 
  • Oversee target achievements, KPI, PPI, and Heath Check attainments of the team and provide guidance for improvements
  • Monitor aging of open orders for exception management and escalation as necessary
  • Maintain adequate staffing to ensure business needs are met
  • Facilitate meetings addressing issues and insights from customer interaction data, as well as escalations initiated by customers or other teams
  • Participate in cross stream projects to identify continuous improvement opportunities based on problem solving and root cause analysis
  • Participate in functional and cross-functional Operational Reviews and collaborate with cross-functional business partners across Supply Chain, Sales, and other functions
  • Coach and develop direct reports, assess their readiness for new roles, and identify/customize individual development plans with them
  • Manage performance of direct reports and conduct yearly evaluations for team members

Job Requirements

  • 5+ years experience in Supply Chain (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning, etc.) or related O2C area
  • Undergraduate degree or relevant years of experience
  • Availability / flexibility to work different shifts based on customer geography/time zone 
  • Strong leadership skills with proven ability to manage and develop individuals and teams effectively
  • Strong negotiation and collaboration skills to influence stakeholders at all levels within the organization
  • Strong project management skills beneficial
  • Strong and creative problem-solving skills
  • Excellent written and verbal communication skills
  • Excellent analytical aptitude with a proven ability to analyze/interpret data
  • Well-organized, methodical thinker with excellent decision-making skills
  • Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
  • Proficiency in SAP, BW and Business Objects preferred
  • Ability to work in a fast paced environment and handle multiple priorities
  • APICS certification (or progress toward certification) beneficial


Ref # POS000007796