Customer Service Specialist

1 week ago

Port Elizabeth, South Africa Mondelēz International Full time

**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 capture, enter and validate customer orders in a timely and accurate manner, using all methods and all order types.

**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
- 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;**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 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**:**Perserverance**:**Dealing with ambiguity**:**Learning on the fly**:**Developing direct reports and others**:**Education / Certifications**:
**Diploma and/or minimum 3 years experience in planning, sales order management, scheduling and product allocation**:**Job specific requirements**:
**Advanced IT skills with emphasis on Microsoft Excel, BEX reporting and SAP;
- The ability to multi task while simultaneously problem solving;
- Advanced numeric, verbal and written communication skills;
- Advanced problem solving skills;
- Highly self-motivated individual with the ability to work under pressure and meet deadlines;
- Good team player and able to coordinate with people cross functionally / geography positioned, effectively;
- Good Presentation Skills**- Must be able to influence people on different levels - The ability to take people with them
- Expert organizational, planning and problem solving skills, with orientation toward continuous process improvement;
- Attentive and accurate in execution of the tasks, with perfect time management;
- Excellent multi-tasking and people skills;
- Project management**:**Travel require

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