Customer Development Specialist at Mondelez International

Purpose:

• The successful incumbent will contribute to this by forming part of the Customer Logistics Team.
• Will be responsible for working with Mondelez customers to establish joint business strategies, improve customer service and build collaborative relationship with the customer.
• Will be responsible to identify and deliver on opportunities, to extract value from both Mondelez and the Customer’s supply chain – enhancing both businesses and ensure mutual benefit on cost, cash, service, and market growth

Key Responsibilities

In line with the job purpose, key accountabilities will entail the following:

Primary responsibilities:

Maximize customer service:

• Daily review of customer KPI’s ensuring all delivery shortages and failures are investigated and resolved – making recommendations to both the customer and Mdlz teams.
• Investigation of all lines which are short supplied to stores with corrective actions
• Maintain stock levels within agreed tolerances (D.O.H)
• Maintain Customer Master Data

Promotional planning (Planning, Execution and Evaluation):

• Together with the Senior Category Planner (Demand Planner), to build and support seasonal plans with a focus on maximization of availability for Mondelez Food Products.
• Build collaborative plans to service Promotions, NPD, Launches, range changes to achieve in stocks, target as per JBP. Provide updates to the Customer,
• Commercial and Mdlz operational teams to support maximised availability across customer DCs and stores. Liaison as required with Field Sales teams.
• Support the 30/60/90 process
• Drive CPFR by providing customer insight and influence to deliver improved promotional, forecasting and replenishment accuracy

Support development and implementation of the Joint Supply Plan, in line with the Joint Business Plan:

• Participation in the collaboration meetings between Mdlz foods and the customer, providing information inputs and outputs to ensure the meetings deliver against agreed objectives.
• Supporting logistical reviews to maximise service & Mdlz efficiencies - Order frequency, lead-time, vehicle utilisation, delivery times.
• Facilitate end-to-end supply chain reviews to identify potential opportunities for cost savings across all Mdlz Foods Categories
• Identify projects that can be used to extract value or optimize efficiencies across Mondelez and Customer’s supply chain, responsible for the management and delivery of the approved projects – these can range from operational cost savings projects to Customer service change models (MOQ)
• Provide Logistics organizations with functional continuous improvement support across all routes to market. Focus of activity should be Customer, Service, and cost related
• Share & identify best practice productivity opportunities across the Logistics operations

Build strong working relationships with customer contacts within the customer to enable a collaborative approach to working:

• Develop an in-depth knowledge and understanding of the customer’s systems, process key performance index and ways of working
• Relationship management across key departments, owning and executing the contact strategy

Support Customer Development Manager to dialogue and identify areas to drive operational & customer improvements:

• Represent the combined face of the Customer/Mdlz to our internal departments and service providers to facilitate business priority alignment

Additional responsibilities:

• Know the legal and compliance responsibilities of the position; raise questions and concerns when faced with, or you learn of, an ethical or compliance issue. Apply integrity in all aspects of professional conduct
• Manage distribution managers/controllers based at customer distribution centres, ensuring resource is used efficiently to improve customer service

Key Leadership / Functional Competencies:

• Customer Focus.
• Business Acumen, Interpersonal Savvy.
• Organizational Agility
• Problem Solving
• Perseverance

Functional Competencies:

• Ability to see bigger picture and develop future plan as well as complete daily tasks
• Task orientated with excellent organisation and prioritization skills
• Project Management
• Medium to advanced Microsoft
• Advanced Customer Relationship Management and stakeholder engagement

External Stakeholders:

• Customers
• Smollans
• Distributors
• 3PL

Internal Stakeholders:

• Market Managers; Customer Logistics Managers; Deal Administrator; Master Data Administrator; Finance Accounts Receivable; Logistics Operations; Commercial and Planning.

Education, Knowledge, Skills and Experience Required

To succeed in this role, it is expected the successful incumbent will have:

• Tertiary Qualification Supply Chain or similar
• 3-5 Years experience in a similar role/environment

Strong Analytical Skills (MS Access, MS Excel Simulation, Operational Research)

• Strong Project Management Skills
• Good Interpersonal Relationships
• Good Understanding of Mondelez Network
• Good Presentation Skills
• Must be able to influence people on different levels
• The ability to take people with them
• Strong negotiator
• Cross Functional Supply Chain Experience
• Logistics and Operations Experience
• Planning & Forecasting Experience
• FMCG experience (Customer facing Account management)
• Strong level of computer competency, i.e. PowerPoint, Word, Excel, SAP Front End, etc