Customer Solution & Claims Specialist

Nestl Health Science Customer Solutions & Claims Specialist

At Nestl Health Science, we believe that nutrition, science, and wellness must merge, not collide. Here, we embrace the intrinsic connections of these three pillars, harnessing their collective strength to empower healthier lives. Our broad product portfolio includes renowned brands like Garden of Life, Nature's Bounty, Vital Proteins, Orgain, Nuun, BOOST, Carnation Breakfast Essentials, Peptamen, Compleat Organic Blends, and more. We also have extensive pharmaceutical expertise, offering innovative medicines that aim to prevent, manage, and treat gastrointestinal and metabolic-related diseases. At Nestl Health Science, we bring our best for better lives.

Our people are challenged to bring fresh, diverse views and make bold moves to empower healthier lives through nutrition. We know brilliant ideas can come from anyone, anywhere. Here we embrace the entrepreneurial spirit and collaborate with teams that champion focused and forward thinking. We are committed to fostering professional growth and celebrating the achievements of our people along the way. We offer dynamic career paths, robust development, opportunities to learn from talented colleagues around the globe, and benefits that support physical, financial, and emotional wellbeing. Join us to innovate for impact and reimagine the future of health and nutrition for patients and consumers.

Position Summary

The Customer Solutions & Claims Specialist serves as the primary liaison between customers, sales, and internal business partners, managing high-volume order fulfillment and claims resolution for key NHS customers. This role oversees the end-to-end Order-to-Cash and reverse logistics processes, ensuring orders are delivered accurately and on time while efficiently resolving returns, refusals, and product discrepancies. Through proactive problem-solving, customer engagement, and continuous process improvement, the Specialist helps drive customer satisfaction, operational excellence, and revenue protection across the business. This position will be either a remote or hybrid role based on the selected candidate's geographic location. Strong preference for candidates located within a commutable distance to the Bridgewater, NJ headquarters or other Nestl location.

Responsibilities

• Demand Capture & Order Management
• Analyze and resolve order exceptions, demand capture failures, and blocked orders to ensure timely, accurate processing
• Monitor open orders and maintain adherence to Daily Activity Schedule requirements
• Identify opportunities to improve order patterns, reduce manual touches, and enhance efficiency
• Proactively communicate inventory constraints, service risks, and potential delays to stakeholders
• Customer Support & Service
• Manage high-volume, multi-million-dollar customer accounts through the complete order lifecycle
• Serve as the primary customer contact for order status, stock availability, delivery execution, and issue resolution
• Make independent decisions regarding backorders, order prioritization, and customer communication
• Ensure customer orders are delivered complete and on time while maintaining high service levels and customer satisfaction
• Participate in customer meetings and operational reviews as needed
• Order Fulfillment & Logistics
• Partner with Order Fulfillment, Demand Planning, Transportation, and Logistics teams to resolve allocation, inventory, and delivery challenges
• Support new item launches, promotions, displays, and other priority customer programs to ensure successful execution
• Identify and resolve issues impacting delivery note creation, shipment execution, or post-delivery performance
• Optimize distribution and transportation costs through cross-functional collaboration
• Billing & Claims Support
• Partner with Billing to resolve customer invoicing and payment-related issues requiring direct customer engagement
• Process Improvement & Business Excellence
• Maintain 360 visibility of order status for customers and internal stakeholders
• Apply root cause analysis, escalation protocols, and reason code methodology to drive issue resolution
• Lead and participate in continuous improvement initiatives using NCE methodology
• Facilitate operational review meetings and support achievement of organizational KPI targets
• Collaborate across functions to improve processes, eliminate waste, and enhance customer experience

Requirements

Bachelor's degree preferred

2+ years of Supply Chain experience (Order Management, Customer Service, Distribution, Inventory, Transportation, Demand & Supply Planning, or related)

Flexibility to support customers across multiple time zones and work schedules as needed

Reliable internet access for approved remote work arrangements

Proficiency with Microsoft Office (Excel, Word, Outlook); intermediate Excel skills including pivot tables and VLOOKUPs

Experience with SAP, BW, and Business Objects preferred

Skills

Strong customer service orientation and business acumen

Effective written and verbal communication skills

Analytical mindset with the ability to interpret data and make sound decisions

Strong problem-solving and root-cause analysis capabilities

Ability to manage multiple priorities in a fast-paced environment

Self-motivated with the ability to work independently and take ownership

Results-driven with a focus on continuous improvement and stakeholder relationship management

The approximate pay range for this position is $53,000- $63,000 base. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills, and abilities as well as geographic location. Nestle offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefits packages may vary depending on the position.

It is our business imperative to remain a very inclusive workplace. To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestl. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestl seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestl home. The Nestl Companies are equal employment opportunity employers. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at View email address on click.appcast.io or please dial 711 and provide this number to the operator: View phone number on click.appcast.io. This position is not eligible for Visa Sponsorship.