B2B Customer Service Specialist - French Speaker at Nestlé USA

Job Details Title: B2B Customer Service Specialist – French Speaker. Location: Linda-a-Velha, Portugal. Grade: J2. Company: Nestlé Business Solutions (NBS). Full-time / Hybrid: 2 days per week at the office. Languages: Fluent in French and English. Position Summary We are looking for a Customer Service Specialist to support Nestlé Professional customers across Europe, delivering high-quality service through inbound and outbound interactions. You will be responsible for handling customer requests across multiple channels, ensuring accurate case management, and driving customer satisfaction through efficient issue resolution, proactive engagement, and adherence to service standards. A Day in the Life Manage inbound customer interactions (calls, emails, digital channels) related to: Lead qualification, Order management and delivery queries, Technical support. Ensure all interactions are accurately logged and tracked in CRM systems. Conduct outbound calls for: Lead qualification and telesales activities, Customer onboarding and follow‐up. Support customers in troubleshooting technical issues, escalating when needed. Handle complaints and guide customers through resolution processes. Maintain high service levels (SLA) and optimize first contact resolution (FCR). Deliver excellent customer experience across all touchpoints. Perform customer satisfaction surveys and service assessments. Collaborate closely with marketing, sales, and technical teams. Contribute to reporting and insights on customer interactions and trends. Follow and continuously improve global processes and service routines. What Will Make You Successful Experience in customer service, call center, or telesales environments. Experience handling inbound and outbound customer interactions. Familiarity with CRM systems and case management tools. Experience managing customer complaints and resolutions. Exposure to service KPIs such as SLA, FCR, AHT, CSAT. Strong communication skills across multiple channels and languages (English required; additional European languages are a plus). Solid Excel skills (reporting, data handling). Knowledge of customer service processes and customer journey. Understanding of CRM tools and data management practices. Awareness of data privacy and compliance standards. Understanding of Nestlé business environment and customer engagement approach. Continuous improvement mindset (e.g., NCE principles). Competencies Customer Service & Case Management. Communication (multichannel). Problem Solving & Issue Resolution. Results Focus (delivery against KPIs). CRM & Data Management. Telesales & Customer Engagement. Collaboration and Proactive Cooperation. What We Offer Development of expertise in Nestlé's Shared Solutions Business. Immersion in a culturally diverse team. Local and international exposure. Flexible working environment. Engagement and wellbeing activities. Competitive salary and annual bonus according to your performance. Meal allowance card. Flex Benefits – at NBS you can choose benefits that suit you. Membership in the Nestlé Club with partner discounts. Free coffee (and good coffee) at the office. Special employee discounts at affiliated shops. Company equipment according to professional needs. Medical support available at the office. E‐learning courses and training program to help you achieve your goals. Career progression and possibilities for international career moves. #J-18808-Ljbffr