Customer Service Development 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 improve value and service to your customers and improve supply chain efficiency. In addition, you will use internal and customer data to optimize plans and to support joint initiatives with strategic customers.

How You Will Contribute

You will:

• Be the single point of contact for your customer portfolio
• Manage escalations for complaints and disputes, and handle and resolve issues to ensure maximum customer satisfaction
• Help achieve business and commercial objectives by achieving customer service targets, supporting the improvement agenda (internal process and external customer) and developing collaborative relationships cross-functionally and with customers
• Work with the order fulfilment team to report on KPIs, including root-cause analysis and improvement initiatives
• Use customer data to monitor on-shelf availability, depot-to-store service, stock holding and promotional sales. Use this information to drive decision making internally and with the customer in ways that maximize service levels and sales
  
  
  

What You Will Bring

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

• Experience in CS&L and with customers
• Experience in fast-moving consumer goods or consumer packaged goods company
• Strong analytical and problem solving skills
• SAP knowledge and expertise in MS Office
• Customer orientation, strong influencing and communication skills
• Strong focus on delivering productivities, service and KPIs
• Team player, accountable, proactive thinking, flexibility
  
  
  

More About This Role

What you need to know about this position:

You will be responsible for working with Mondelēz customers to establish joint business strategies, improve customer service and build collaborative relationship with the customer, resulting in mutual benefit on cost, cash, service, and market growth.

What extra ingredients you will bring:

You will:

• Help achieve business and commercial objectives by achieving customer service targets, supporting the improvement agenda (internal process and external customer) and developing collaborative relationships cross-functionally and with customers
• Manage escalations for complaints and disputes, and handle and resolve issues to ensure maximum customer satisfaction
• Report on supply chain and growth KPIs such as OTIF, service level, vehicle utilisation, and revenue, and conduct root-cause analysis to drive improvement initiatives
• Use customer data to monitor rate of sale, forecast accuracy, on-shelf availability, depot-to-store service, stock holding and promotional sales. Use this information to drive decision-making internally and with the customer in ways that maximise service levels and sales
  
  
  

Job specific requirements:

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

Primary responsibilities:

Maximise customer service:

• Daily review of customer KPI’s ensuring all delivery shortages and failures to distribution centres are investigated and resolved – making recommendations to both the customer and internal teams to improve
• Investigation of on-shelf availability in retail customers and secondary service levels in distributors – making recommendations to both the customer and internal teams to improve
• Communicate Mondelēz stock availability to customer as supply risks or opportunities
• Maintain stock levels within agreed tolerances (D.O.H)
• Maintain Customer Master Data
  
  
  

Promotional planning (Planning, Execution and Evaluation):

• Together with Demand Planning, to build and support seasonal plans with a focus on maximisation of availability
• Build collaborative plans to service Promotions, NPD, Launches, range changes to achieve in stocks, target as per JBP. Provide updates to the Customer.
• Minimise the impact of range changes by managing run-in and run-out (RIRO) timelines through customer communication, validating new product masterdata, and utilising information on customer inventory, promotional events, forecasts, order actualisation, and launch availability
• Commercial and operational teams to support maximum 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 with internal or external stakeholders, providing information inputs and outputs to ensure the meetings deliver against agreed objectives.
• Represent the face of customer to our internal departments and service providers to facilitate business priority alignment
• Supporting logistical reviews to maximise service & efficiencies - Order frequency, lead-time, vehicle utilisation, delivery times.
• Facilitate end-to-end supply chain reviews to identify potential opportunities for cost savings
• Identify projects that can be used to extract value or optimise efficiencies across 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 Organisation 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 to enable a collaborative approach to working:

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

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
• Organisational 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 prioritisation skills
• Project Management
• Medium to advanced Microsoft
• Advanced Customer Relationship Management and stakeholder engagement
  
  
  

Internal Stakeholders:

• Key Account Managers; Customer Logistics and Service Teams; Deal Administrator; Master Data Administrator; Finance Accounts Receivable; Logistics Operations; Commercial and Planning.
  
  
  

External Stakeholders:

• Customers
• Smollan
• Distributors
• 3PL
  
  
  

Education, Knowledge, Skills and Experience:

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

• Tertiary Qualification
• 3-5 Years experience in a similar role/environment
• Strong Analytical Skills (MS Excel Simulation)
• Order Management experience (SAP Front End)
• Strong level of computer competency, i.e. PowerPoint, Word, Excel, etc
• Strong Project Management Skills
• Good Interpersonal Relationships
• Good Understanding of manufacturer and retail supply chain networks
• 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
  
  
  

Work schedule:

• Standard Business Hours
  
  
  

No Relocation support available

Business Unit Summary

Mondelēz International’s Sub Saharan Africa Business Unit is made up of three key focus areas namely Southern Africa, West Africa and the Rest of Africa Markets. The Business Unit is home to approximately 1000 Makers and Bakers who strive to bring only the best quality and loved brands to our consumers. Mondelēz International in Sub Saharan Africa is proud to house global legacy brands including Cadbury Dairy Milk, Oreo, Halls and Bournvita, together with local jewels such as Cadbury LunchBar, Chappies, TomTom and Dentyne. The Business Unit’s Markets have consistently been awarded Top Employer certification, and has been recognised as a Top Employer in Africa.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

Regular

Customer Collaboration (CLD)

Customer Service & Logistics