Customer Service Specialist

Descrizione del lavoro:

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

Más información sobre este puesto

Qué debes saber acerca de esta posición:
* Liderar Clientes Clave en la región siendo focal point 360° y garantizando un excelente servicio y satisfacción de nuestros clientes.
* Liderar Proyectos de mejora dentro del equipo.
* Liderar agenda de colaboración con clientes clave de la región.
* Garantizar nivel de servicio Best in Class, midiendo, gestionado y controlando KPIs clave: OTIF, DOI, WOFF, R&R.
* Anticipar y gestionar riesgos que puedan afectar el negocio y el servicio a nuestros clientes.
* Medir y gestionar novedades de nuestros clientes top en alineación con otras áreas.
* Ser el focal point del E2E negocio y de nuestros clientes.
* Atender governance abastecimiento/DRP.
* Alinear alcance, comunicar e influenciar stakeholders para alcanzar los objetivos.
* Alinear procesos, equipos y herramientas para garantizar un Servicio Best in Class E2E.

Qué ingredientes extra aportarás:
* Excelentes skills de Comunicación oral y escrita
* Manejo de múltiples stakeholders al interior de MDLZ y con nuestros clientes.
* Proactividad, entusiasmo por aprender y por la mejora continua de los procesos y el modelo de negocio.

Requisitos específicos del puesto:
* Experiencia preferible en consumo masivo - mínimo 5 años manejando clientes - Canal Distributivo
* Capacidad de manejo de objeciones y situaciones complejas con clientes
* Sistemas: Excel Avanzado, SAP, PowerBi.
* Inglés intermedio.

No Relocation support available

Business Unit Summary

Wacam is Mondelēz International's Latin America presence with more the 1700 wonderful people proudly representing a diversity of cultures and nationalities. Wacam includes 13 countries: Colombia, Ecuador, Perú, Chile, Bolivia, Panamá, Costa Rica, Nicaragua, Honduras, Guatemela, El Salvador, República Dominicana, Puerto Rico. We make and distribute our global brands and local jewels such as Field, Club Social to over 190 million consumers.

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.

At Mondelez International we work under a hybrid model, in which our offices at WACAM offer us a space for connection, collaboration and co-creation, with attendance being subject to the needs of the teams themselves and/or the business.

Where permitted by internal policies and local laws, new hires are required to be fully vaccinated with the COVID-19 vaccine as a condition of employment by their date of hire, unless they are granted a medical accommodation.

Job Type

Regular

Customer Collaboration (CLD)

Customer Service & Logistics