• Monitor performance indicators and reports, ensuring process compliance and customer satisfaction. • Responsible for analyzing packaging measurements according to client specifications, preparing and sending rental reports, and maintaining ongoing communication to resolve discrepancies and handle requests. • Manage the control and release of materials for storage at third-party warehouses, ensuring compliance with regulations and deadlines, contributing to operational efficiency and service quality.

• Serve as the first point of contact and reach out to customers when a tracker triggers an alarm, always maintaining calm, empathy, and clarity. • Handle inquiries via phone, chat, and email, providing practical, customer-focused solutions. • Accurately record and document each interaction, ensuring information is complete for the next representative.

Tier 2 Shift Supervisor (Advanced Support) CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location) Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays) Employment Type: Full‑time Clearance Requirement: CBP Background Investigation (Unclassified) Position Summary Aretec is seeking a Tier 2 Shift Supervisor (Advanced Support) to provide real‑time supervisory oversight for Tier II operations supporting the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for ensuring Tier II service levels, quality targets, and resolution objectives are met, while providing technical guidance and leadership to Advanced Support agents. The ideal candidate brings strong technical depth, operational discipline, and proven supervisory experience in a 24x7 service desk environment. What You'll Do - Provide real‑time supervisory oversight of Tier II Advanced Support agents during assigned shifts. - Monitor ticket queues and processing times to ensure ≥90% of tickets are resolved or escalated within 4 hours. - Monitor service levels to ensure ≥80% of transferred calls and chats are answered within 60 seconds. - Ensure a ≥90% Tier II resolution rate is consistently achieved. - Track and enforce ≥90% quality scores on reviewed Tier II interactions. - Coordinate closely with Tier 1 Shift Supervisors to manage escalation flow and warm‑transfer processes. - Escalate complex or unresolved issues to next‑level CBP support teams and third‑party vendors. - Provide real‑time coaching, mentoring, and technical guidance to Tier II agents. - Report operational status, staffing issues, and performance risks to the Operations Manager. Required Qualifications - Minimum 3 years of experience in IT help desk or technical support environments. - Minimum 1 year of supervisory or team lead experience. - Strong technical knowledge of Windows OS, Active Directory, VPN technologies, email systems, and mobile devices. - Ability to work rotating shifts, including nights, weekends, and holidays. - Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI). Preferred Qualifications - HDI Support Center Team Lead certification. - ITIL Foundation certification. - CompTIA A+, Network+, or Security+ certification. - Experience with ServiceNow and Amazon Connect. - Prior CBP or DHS Tier II supervisory experience. Equal Opportunity Employer Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

Foods you love. Brands you trust. And a career that empowers you to grow. At Nestlé USA, we’re all working towards the same goal – to delight and deliver for our consumers. With a rich portfolio of beloved brands, including DiGiorno, Toll House, and Coffee mate, in 97% of U.S. households, we have a unique opportunity – and responsibility – to be there for every moment in our consumers’ lives. Joining Nestlé means becoming part of an inclusive workplace that inspires innovation, encourages strategic thinking and creativity, and celebrates your achievements. No matter where you work within the organization, you are empowered to challenge the status quo, embrace risk-taking, and pioneer new ideas. Our supportive and collaborative environment encourages bold ambitions and continuous learning so that everyone can grow and thrive. This position is not eligible for Visa Sponsorship. Position Overview: As a member of our NGT – Sales organization, you’ll be part of the team managing product flow between Nestlé USA and one of our largest wholesale customers. In collaboration with the Corporate Account Managers, you will support assigned divisional categories by providing best-in-class data, insights, reporting, and analysis to help drive efficiency across the order-to-cash cycle. You will also support communication and coordination with downstream account managers to strengthen product pull-through from our wholesale customer to retail customers. Location can be flexible in the Eastern US. Key responsibilities include: Customer Network administration: • Participate in customer’s monthly product flow KPI scorecard meeting to review performance and agree on follow-up actions • Manage fill-rate communications at customer; Customer Portal management to include new item setup, discontinued items, updating product pricing and configuration changes; work with internal EDI team to identify discrepancies in customer EDI transmission affecting reporting; product allocation management; internal and external stakeholder communications. Forecasting: • Shipment forecast: Improve the accuracy and alignment of the top-line shipment forecast between the Customer and Nestlé. Own category-level variance analysis (prior month vs. forecast, current month vs. forecast, quarterly and annual outlook, and year-over-year comparisons). Escalate insights for required adjustments or material variances awareness in monthly/annual divisional rollups in the context of annual planning. • Consumption forecast: Improve the accuracy and quality of the bottom-up consumption forecast by consolidating and validating Osprey inputs from 10+ Nestlé account managers. Develop and use exception-based analytics to manage 1,000+ SKUs and flag missing forecasts or material variances versus current year (CY) and prior year (PY). • Reconcile shipment forecast and consumption forecasts at monthly, quarterly, and annually basis across assigned categories. Inventory management: • Using data provided by customers at monthly meetings, develop and apply an analytical approach to manage inventory across 25+ customer locations assuring there is enough inventory to fulfill customer orders, a proper vision to how current inventory levels will impact forecasts/shipments, and reducing the amount of inventory that will expire in customer warehouses. • Proactively identify at-risk inventory within four months of expiration and partner with the customer and internal Nestlé sales teams to accelerate sell-through and minimize write-offs. Track excess-inventory sell-through, align with the customer to pause ordering on select SKUs, and promote inter-warehouse transfers to rebalance inventory. • Ad Hoc analytics and project support as needed in support of the customer continued integrations/consolidation and or internal Nestlé cross functional requests 77149978 The approximate target compensation range for this role is $80K to $95K. 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 background, knowledge, skills, and abilities as well as geographic location of the position. Nestlé 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 benefit packages may vary depending on the position. Learn more at Nestle in the US Benefits | Nestlé Careers 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 Nestlé. 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. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home. The Nestlé 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 accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467. This position is not eligible for Visa Sponsorship. Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy. Job Requisition: 398795