Customer Solutions Specialist - VN
Customer Service Specialist
Location: Meycauayan, Bulacan, Philippines
Company: Nestlé Integrated Business Services Manila, Inc.
Employment Type: Full-Time
Education: Bachelor’s Degree
Experience Level: 2+ Years of Relevant Experience
Joining Nestlé means becoming part of the largest food and beverage company in the world. At our core, we are a people-focused organization driven by our purpose of enhancing quality of life and contributing to a healthier future.
Nestlé Integrated Business Services Manila Inc. delivers world-class business support to Nestlé entities globally. We are committed to excellence through passion, reliability, innovation, and discipline. If you are driven to make an impact in a global environment, we invite you to join our team.
A Day in the Role
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 with customers regarding order status, risks (e.g., stock shortages, logistics delays), and mitigation plans
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 ensure accurate and efficient service delivery
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
What Will Make You Successful
Bachelor's degree in business, Supply Chain, or related field
- Fluent in Vietnamese (spoken and written), with strong communication skills to support business operations and stakeholder engagement
2+ 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
Proficiency in MS Office and database/reporting tools (SAP)
Customer-centric mindset with the ability to handle sensitive situations professionally