Customer Service Specialist Mondelez

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