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Mondelez International I Customer Service Specialist

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 be responsible for order modification and allocation of available stock to customer orders when stock is constrained, delivering against service and fill rate targets.

How You Will Contribute

You will:

• Manage the order fulfilment process, respecting the customer segment and channel mix
• Balance supply constraints and delivery of service levels through cross-functional alignment
• Use appropriate tools and processes such as availability checks and stock allocation rules
• Effectively manage new product introductions and product withdrawals to maximize sales and to minimize write-offs
  
  
  

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
• An FMCG/CPG company
• A customer-facing role within customer service, logistics or sales
• Experience in an order-to-cash environment
• Experience in customer service, logistics and sales
• Good knowledge of the total supply chain/order-to-cash process
• Strong analytical and problem-solving skills
  
  
  

Function: Order to Cash

Reporting to: Customer Service Specialist, MT Channel

Job Summary

• Responsible for managing orders, debts, returns
• Handling customer complaints to provide the best service to customers with effective cost management.
  
  
  

Main Responsibilities

1. Order processing

• Receive orders, process and plan deliveries according to orders from customers.
• Monitoring, informing, and controlling debts according to contracts and credit company’s policies
• Inform the customer of the delivery plan and change plan (if any) on time.
• Processing orders according to the cut-off time alignment.
  
  
  

2. Cost Management

• Plan to deliver to customers according to the established route to ensure maximum truck utilization and cost efficiency.
• Follow and control returns, coordinate with Sales and Distributors to reduce the rate of return
• Orders are processed in accordance with the terms agreed upon in the contract.
• Service Quality Management
• Ensure all customer complaints are diligently recorded, tracked, and reported, coordinating with QA to resolve product quality issues.
• Achieve highly satisfied results in customer service quality surveys, fostering strong and positive relationships with our customers.
• Collaborate effectively with the Logistics team to resolve delivery issues, ensure timely deliveries, and complete documentation.
• Make precise and timely payments for CTKM, POSM, and packaging allocations as scheduled.
  
  
  

Job Requirements

• Bachelor’s degree in BA or relevant majors.
• Minimum of 1 year of experience in customer care, logistics, or business administration.
• Computer application proficiency (Excel, Word, PowerPoint, Outlook, etc.) and SAP.
• Familiarity with advanced data analysis tools (BPI, Macro, etc.) is a plus.
• Strong communication skills, with abilities in negotiation and persuasion.
• Good English communication.
• Strong sense of responsibility and accountability.
• A hardworking, detail-oriented, honest, and quick learner.
  
  
  

Number of Openings Available

1

No Relocation support available