Customer Services

7 months ago

Johannesburg, South Africa Mondelēz International Full time

**Are You Ready to Make It Happen at Mondelēz International?**

**Join our Mission to Lead the Future of Snacking. Make It Possible.**

You will be responsible for order modification and allocation of available stock to customer orders when stock is constrained, delivering against service and fill rate targets.

**How you will contribute**

You will:

- Manage the order fulfilment process, respecting the customer segment and channel mix
- Balance supply constraints and delivery of service levels through cross-functional alignment
- Use appropriate tools and processes such as availability checks and stock allocation rules
- Effectively manage new product introductions and product withdrawals to maximize sales and to minimize write-offs

**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
- An FMCG/CPG company
- A customer-facing role within customer service, logistics or sales
- Experience in an order-to-cash environment
- Experience in customer service, logistics and sales
- Good knowledge of the total supply chain/order-to-cash process
- Strong analytical and problem-solving skills

**More about this role**

Ensures OTC related activities execution for assigned customer portfolio to achieve the highest service level and Mondelez South Africa goals. Handling orders, requests and issues in accurate and timely manner and adhering to current business standards to ensure customer satisfaction.

**Responsibilities**:

- 'Ongoing effort to improve service level to customers, maintain contact with the responsible persons to be able to effectively solve problems.
- Have full schedules of business units, partners and customers; available range of finished products, prices and product shelf-life.
- Track and provide timely information to the customers, which is necessary for the formation of the order, such as:

- limitations on stock availability, status of orders.
- Receive and analyze customer orders with agreed terms and conditions of delivery.
- Perform validation and verification of orders captured by BO. Validate completeness of SAP doc flow in accordance with the approved business processes.
- Inform customers about the time of shipment, to monitor the delivery time.
- Co-ordinate with appropriate departments in the execution of orders.
- Consider and process customer complaints in accordance with Internal procedure on customer complaints and log all complaints with Quality.
- Provide and validate input for correction order entries in SAP (specific Customer Accounts).
- Co-operate with various departments on the investigation on the queries / complaints received from the customer. Inform customer about the status of their query / complaint.
- Perform all tasks in accordance with the Standard Operating Procedures.
- Maintain control and ensure regulations to all export processes; Ensure that shipments comply with the laws and regulations governing the export industry.
- Advising consignee and consignor on freight forwarding procedure. Provide an efficient interface with freight forwarders and administer all freight logistics.
- Customer Reporting and ad-hoc business reporting requirements.
- Returns Management end to end (capture, investigate, reason code changes, review completeness in line with SOP).

**What extra ingredients you will bring**:
**Education / Certifications**:

- Relevant Tertiary degree in Logistics, Business Management or similar
- 3 - 5 Years relevant experience within Import/Export environment, including Freight and Logistics is essential

**Job specific requirements**:

- Microsoft Office Suite (Word, Excel, outlook, PowerPoint) and practical skills working with Sales & Distribution of SAP.
- Highly self-motivated individual
- Performance Driven and Focused
- Ability to negotiate with a variety of people, customs agents, warehouse staff, shipping companies and customers
- Excellent verbal & written communication skills
- Good team player and able to coordinate with people cross functionally / geography positioned, effectively
- Expert organizational, planning and problem solving skills, with orientation toward continuous process improvement
- Attentive and accurate in execution of the tasks, a knack for effective time management

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

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