Coffee Specialist (CRC)

We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating unit of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso into the reference in portioned coffee and one of the world’s most trusted brands. Our growth comes from our commitment to research and development in order to pioneer and be the reference in the portioned coffee sector to provide the very highest quality coffees that could be enjoyed in the comfort of consumers’ own homes and also savored at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful approach in how we source our ingredients, produce and market our premium coffee products. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. To learn more visit www.nespresso.com.
You’re energized by challenges, creative brand-building… and great coffee? The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of coffee – just like a skilled barista. From this beginning more than 30 years ago, the Nespresso brand concept, the Nespresso Trilogy: exceptional coffees, smart and stylish coffee machines and personalized, exclusive services, has revolutionized the way people enjoy their coffee and has evolved from pioneer to being the reference in portioned premium coffee.

Nespresso worldwide since its launch has enjoyed growth year on year. Our ambitions for coming years are sky high. Currently we are looking for Customer Relations Center Specialist with mission to:

Act as a Brand ambassador, continually improving customer experience and engaging with customers across a number of touchpoints. Elevate the customer experience with functional and behavioral expertise, creating brand engagement and loyalty.

A Day in the Life of a Customer Relations Center Specialist: 
 

• Assume responsibility and make decisions relevant to the situation whilst always meeting our quality standards, procedures and business & compliance procedures
• Understand the business context and when an issue / situation has to be escalated to ensure a positive outcome both for Nespresso and the customer.
• Deliver an unbeatable level of service to the customer, aligned with Nespresso brand values and standards.
• Apply the brand tone of voice to each touchpoint and situation.
• Capture the right contact follow-ups after every customer transaction.
• Develop rapport with customers, quickly understanding the situation, history and needs in order to respond to them with efficient and relevant solutions.
• Identify both spoken and unspoken needs, spotting opportunities for sales and brand promotion (proposing new products or encouraging calls to action).
• Find new ways to solve problems and ensure a consistent customer experience regardless of the touchpoint.
• Propose continuous improvements in the existing processes, recommending new and more efficient ways of working across all CRC tasks (internally and at the outsourcer’s), in order to continuously raise the bar and improve the customer journey and lifecycle.
• Raise and share valuable customer insights, proposing suggestions and feedback to improve the customer experience.
• Master customer interactions across all CRC touchpoints (phone, live chat, email, social media, etc.), addressing all types of requests (order, technical, new member, information).
• Continuously develop deep knowledge, skills and expertise around coffee, products, services, processes and machines (Original Line and Vertuo where applicable).
• Proactively keep yourself up to date with the Nespresso news (products, services, procedures, corporate information), via ShareClub (local knowledge management tool), team meetings, intranet, etc.
• Actively identify own performance/knowledge gaps and take ownership of own development plan in collaboration with your team leader.
• Active participation in trainings and team meetings and sharing of best practices with other Coffee Specialists.
• Build brand equity conveying the Nespresso story by using the most appropriate language for each touchpoint.
• Show great sensitivity towards the impact that each word and phrasing can have on customers and recipients in general.
• On the phone: converse with customers in a spontaneous way, asking questions, showing genuine interest in their situation and using storytelling skills to bring our brand to life.
• For digital touchpoints: craft effective messages with impeccable grammar, spelling and punctuation, showing appreciation of the customer’s priorities and using the appropriate level formality depending on the touchpoint (Email, Chat, Social Media)
• Specifically for Social Media: communicate in an engaging way in the public space of Social Media, creating content which is meaningful not only to one requestor (as it is the case with all the other touchpoints) but a wide range of people (consumers, potential customers, casual page visitors, brand fans, NGOs, etc.).

Key Skills

1. Decision-Making:
   • Ability to assume responsibility and make informed decisions to ensure quality service and compliance with business standards.
2. Customer Service Excellence:
   • Commitment to delivering an outstanding level of service aligned with Nespresso’s brand values.
3. Effective Communication:
   • Proficiency in both spoken and written communication, able to adapt tone and style to different touchpoints (phone, email, social media).
4. Relationship Building:
   • Strong interpersonal skills to quickly develop rapport with customers and understand their needs.
5. Sales Acumen:
   • Ability to identify customer needs and spot opportunities for sales and brand promotion, effectively proposing relevant products.

What Will Make You Successful  

• Experience in Customer Service / Sales environment.
• Ability to work multi-task and in a fast-paced environment, using different digital tools and software.
• Languages (Arabic & English)
• Experience in an international environment and fluency in English are a plus.

Warehouse Manager

Position Title: Warehouse / Logistic Manager

Department: Supply Chain

Company: Al Manhal Water Factory (Nestlé Waters KSA)

Location: Al Manhal Water Factory – Jeddah / Madinah

Main Purpose of Job:

To ensure the management of NW operations related to warehouses / DC & be optimized with high levels of service, low cost & high quality following safe, sustainability & ongoing improvement. This includes management of all the interaction and product movement between NW and relevant sites. That role is expected to optimize the below the logistic Network within KSA (Factory warehouses, External WH and Remote area) to reduce overall cost of factory fixed overheads and cost of distribution.

Key Responsibilities:

1- Monitors all the Nestlé Health, Safety and Environmental standards in the warehouse and distribution environments in both the NW factories and External WH are complaint at daily basis and reports incidents and improvement plans.

2- Performance & KPI’s Improvement by:

 – Continuous monitor the effectiveness of warehouse-operations strategies aimed at reducing operating costs, including wages, and improvement of quality-control procedures.

 – Review the warehouse operation throughout the work process and at completion, including the daily “circle check” to ensure that all products are stored safely

 – Analyzing the workflow in raw and packaging, finished goods warehouses including receiving, storing, and shipping goods to maximize the utilization.

 – solving day to day issues.

– motivating the team to continuously improve performance.

3- Management responsibility for the logistics operations with the WH, Factories and DC’s, working closely with the factory management teams, planners and transport team to ensure the end-to-end operations are working as required, and there is a continuous improvement mindset approach to all operations.

4- Ensure communication and collaboration with other functional departments (Planning, Sales, transport, DC, Factories) for a quick reaction to urgencies or issues.

5- Assist Value Stream Design which will identify areas of improvement. Support and help the NCE and LEAN roll out, ensuring that a continuous improvement culture is developed and sustained.

6-Ensure raw & Packaging materials, and finished goods used in the production of various goods are easily located and transported efficiently from where they are to where they need to be.

7- Developing people by insuring the team alignment with business objectives and strategies to meet the requirement in each area to cover any competency gaps.

Key Experiences:

1- At least 5 years relevant and successful operational experience at market/ business level in one or more of the following:

– Warehouse Management

– Transportation

– Raw and Packaging materials Control and movement

– Physical Logistics Projects

– SAP experience

2- Relevant operational experience at market/business level, in the following areas is beneficial:

– Import / export operations

– Demand & Supply Planning

– Transportation

– Technical

– Finance: Business Planning, budget control, cost management, opex

3- Experience in the management of projects such as:

– Distribution Network Redesign and optimization

– High Performance Logistics

– Cost reduction (opex savings)

4- Desirable to have had experience implementing NCE-Goal alignment concepts and tools.

Key Skills

1. Warehouse Management Expertise:
   • In-depth knowledge of warehouse operations, including receiving, storing, and shipping goods.
2. Logistics Operations Management:
   • Ability to oversee logistics operations across warehouses, factories, and distribution centers, ensuring seamless product movement.
3. Health, Safety, and Environmental Standards:
   • Familiarity with Nestlé’s health, safety, and environmental standards, ensuring compliance in all operations.
4. Performance Monitoring:
   • Skills in tracking and improving key performance indicators (KPIs) to enhance efficiency and reduce costs.
5. Process Optimization:
   • Experience in analyzing workflows and implementing strategies to maximize utilization and efficiency.
6. Team Leadership:
   • Strong leadership skills to motivate and develop a high-performing team aligned with business objectives.

Personal Qualities:

A competent communicator.

Continuous improvement mindset.

Strong service mindset.

Collaborative.

Leadership Skills

Apply Now