Customer Service Specialist at Mondelez International

Job Description

 

Are You Ready to Make It Happen at Mondelēz International?

 

Join our Mission to Lead the Future of Snacking. Make It Possible.

 

You will capture, enter and validate customer orders in a timely and accurate manner, using all methods and all order types.

 

How you will contribute

 

You will:

• Serve as a dedicated contact (business partner) for a defined set of customers for order management

• Take orders, process and edit them, ensure delivery on a timely and accurate manner, and create billing information (including credit and debit notes)

• Have regular direct contact with customers (supply chain or buying department) regarding logistics

• Optimize order drop sizes and frequency in alignment with the customer to reduce outbound transportation costs

• Ensure that order acknowledgment and/or export documents are complete, accurate and in line with export /import laws in the relevant country

• Organize transport via third-party logistic operators and ensure on time delivery

 

What you will bring

 

A desire to drive your future and accelerate your career and the following experience and knowledge:

• Good numerical, analytical and logical reasoning skills

• Microsoft office applications

• High-level of SAP competence

• Within an FMCG/CPG company

• A customer-facing role in customer service, logistics or sales

• An order-to-cash environment

• Good knowledge of the total supply chain/order-to-cash process

• Strong analytical and problem-solving skills

 

 

More about this role

 

What you need to know about this position:

Ensure the highest level of service quality for customers at all stages of OTC related activities
Possess relevant information of Distributors and Key Accounts. Keeps in touch with responsible customer points of contact to resolve any issues effectively;
Responsible for end to end Order to Cash activity within OTB (order to bill = Orders, Invoices, Returns, Damages/Expired Claims, Reporting, Audit, Financial, including quota and allocation management and reason code management);
Maximize Customer Service and CSL KPI outputs, performing all tasks in line with Business SOP;
Facilitate Master Data corrections centrally based on orders and in association with Customer Development Specialists/KAM;
Identify customer demands, product priorities, allocations and operational capacities;
Create, update and perform analysis, reports and charts to identify product availability, sales order demands, customer priorities and product allocation to meet customer demands;
Analyze, resolve and take action with the relevant stakeholders and management to correct or change priorities according to changes in product availability or process changes;
Collaborate effectively with Sales, Product Supply, Demand Control, CPA and PCM departments to properly execute launches of NPD (New Product Development), Seasonal & Allocation sku's;
Collaborate effectively to resolve any issues that could impact on Order fulfillment and expectation on the customer;
Gather, analyze and report structured information, providing timely and accurate reporting for assigned accounts, as well as any other business requirements;
Build effective linkages with remote Accenture team on relevant reporting and performance management areas;
Participate in international / regional task forces/projects for South Africa;
Lead and develop direct report;
Drive automation and Customer Centricity; Project management
Cross functional team development, with continuous improvement of operational processes and relationships;
Build strong working relationships with customer's staff by continually seeking opportunities to increase customer satisfaction and deepen client relationships;
Supervise the CS Reps and manage their outputs.

What extra ingredients you will bring:

Business acumen

Innovation Management

Perseverance

Dealing with ambiguity

Learning on the fly

Developing direct reports and others

Education / Certifications:

National Diploma/Degree and/or

Minimum 3 years experience in planning, sales order management, scheduling and product allocation

Job specific requirements:

Advanced IT skills with emphasis on Microsoft Excel, BEX reporting and SAP

The ability to multi task while simultaneously problem solving

Advanced numeric, verbal and written communication skills

Advanced problem solving skills

Highly self-motivated individual with the ability to work under pressure and meet deadlines

Good team player and able to coordinate with people cross functionally / geography positioned, effectively

Good Presentation Skills
Must be able to influence people on different levels , ability to take people with them

Expert organizational, planning and problem solving skills, with orientation toward continuous process improvement

Attentive and accurate in execution of the tasks, with perfect time management

Excellent multi-tasking and people skills

Project management