Specialist 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 2 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 Specialist Customer Solutions and Claims serves as the primary point of contact and advocate for the customer.  This role oversees the end-to-end (E2E) processing of customer orders from intake through receipt of goods, acting as the face of the customer.  The Specialist Customer Solutions and Claims is responsible to optimize orders while driving efficiency and minimizing waste throughout the E2E Order to Cash process flow. 

PRIMARY RESPONSIBILITIES:

Demand Capture: 

  • Identify and resolve demand capture failures within defined Service Level Agreement (SLA)

Order Filter:

  • Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
  • Collaborate with customer or cross functional business partners to resolve blocked orders within SLA
  • Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders) 

Order Fulfillment:

  • Contact customer when required due to Out of Stock or Stock Allocation issues
  • Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
  • Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)

Returns and Refusals:

  • Be principal customer contact for capturing, creating and registering all return requests
  • Assess compliance of Return Requests according to Market Return Policy Conditions
  • Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds
  • Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of  credit / debit value
  • Coordinate destruction or donation of goods when physical return is not warranted
  • Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing
  • Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future

Billing:

  • Collaborate with Billing in the resolution of billing issues that require customer contact

Additional Responsibilities:

  • Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC etc.) to ensure the quality of processes are aligned to meet the business and customer needs
  • Provide 360° visibility on status of orders to customers and internal teams
  • Apply appropriate root cause reason codes following global Reason Code Methodology
  • Identify, analyze and initiate the escalation process based on escalation criteria
  • Drive and encourage continuous improvement mindset applying NCE methodology
  • Participate in NCE operational review meetings

Job Requirements

  • Undergraduate degree strongly preferred
  • 2+ years of experience in Supply Chain preferred (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.)
  • 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
  • Strong and creative problem-solving 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
  • Ability to work independently with minimal supervision
  • APICS certification (or progress toward certification) beneficial
  • Strong Customer Service mindset and passion for delighting customers internally and externally
  • Proactively seeks continuous process and service improvements
  • Strong result-orientation


Ref # POS000007793