Customer Solutions & Claims Supervisor
POSITION SUMMARY
The Customer Solutions & Claims Supervisor leads the execution of Order-to-Cash (O2C) operations, overseeing demand capture, order management, fulfillment, and customer support to ensure reliable service and revenue protection. This role drives team performance, resolves complex issues, and partners cross-functionally to deliver consistent customer outcomes, improve operational efficiency, and uphold service level commitments.
RESPONSIBILITIES
- Leadership
- Lead team to deliver high-quality service to customers and stakeholders
- Act as escalation point for complex customer, order, and system issues
- Set priorities and guide issue resolution and exception handling
- Drive accountability to KPIs, service metrics, and performance targets
- Promote continuous improvement and a customer-first mindset
- Operations
- Manage workflow, priorities, and operational updates
- Ensure accurate, timely order processing aligned to SLAs
- Maintain oversight of orders, backlog, and aging to mitigate risks
- Communicate order status, delays, and inventory impacts to stakeholders
- Identify root causes of recurring issues and drive resolution
- Use data to improve accuracy, reduce manual work, and standardize processes
- Performance Management & Employee Development
- Coach and develop team members to improve performance and capability
- Conduct one-on-ones, performance reviews, and development planning
- Lead onboarding, training, and quality/compliance checks
- Reinforce adherence to processes, tools, and service expectations
- Build a high-performing, accountable, customer-focused team
REQUIREMENTS
- Bachelor’s degree preferred or equivalent experience
- 3+ years in customer service, order management, or supply chain (O2C environment preferred)
- Experience in a high-volume, customer-facing environment
- Experience in business-to-business and/or wholesale consumer goods preferred
- Prior supervisory or team lead experience preferred
- Proficiency in Microsoft Office Suite (strong Excel skills) and experience with Oracle, Service Cloud, Five9, or similar ERP/contact center systems
SKILLS
- Strong leadership and team management
- Ability to manage escalations and resolve complex issues
- Strong collaboration and stakeholder management
- Analytical mindset with ability to interpret data
- Effective written and verbal communication
- Strong organization and prioritization in a fast-paced environment
PAY RANGE
The approximate pay range for this position is $65,000- $72,000 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.
About Us
Nestlé Health Science is committed to fostering an inclusive workplace and recognizes the exceptional engagement and innovation displayed by individuals with disabilities. We seek such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.