Customer Solutions Analyst - Fulltime on Contract (FTC)

Nestlé India · Gurugram, Haryana

About this role

Key Responsibilities Demand Capture • Complete and resolve all demand capture failures within defined Service Level Agreements (SLAs). • Align material and customer master data to enable successful order capture. • Resolve blocked orders by coordinating with customers and internal teams. Order Processing & Fulfillment • Monitor open orders regularly as per Standard Operating Procedures (SOPs). • Ensure high performance on key metrics such as: • Perfect Order Rate • Case Fill Rate (CFR) • On-Time Delivery • Invoice Accuracy • On-Time Billing • Manage stock allocation issues requiring customer interaction. • Proactively manage Out-of-Stock risks and propose mitigation actions to customers. • Coordinate with Order Filtering, Interface CoC, and Physical Logistics teams for delivery creation issues. • Resolve transportation-related issues (load optimization, carrier selection, appointment scheduling, delivery delays). • Resolve warehouse-related issues (capacity constraints, pick & pack, loading issues). Customer Interaction & Visibility • Act as a single point of contact to provide 360-degree visibility on order status. • Proactively communicate order updates, exceptions, and resolutions to customers and internal stakeholders. • Build and maintain strong relationships with customers to ensure service excellence. Billing • Collaborate with the Billing team to resolve billing issues that require customer communication. Returns & Refusals • Serve as the primary customer contact for