job description - Customer Service Representative
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:
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 (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;
- Create and update analysis, reports and charts to identify product availability, sales order demands, customer priorities and product allocation to meet customer demands;
- Analyse, 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 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;
- 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.
What extra ingredients you will bring:
- Customer focus
- Personal Learning
- Perseverance
- Dealing with ambiguity
- Learning on the fly
- Drive for results
Education / Certifications:
- Grade 12 education with suitable administration experience and/or a relevant qualification
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About the company
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Mondelz is an American multinational confectionery, food, holding, and beverage and snack food company.