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Customer Service Specialist

Req #: 1707350
Location: Birmingham, England UK
Other Locations:
Job Category: Customer Service & Logistics
Job Description

What makes working at Mondelēz International so special? Many things. The iconic brands and global nature of our business. The continuous innovation and endless opportunities to grow. The chance, each and every day, to put a smile on people’s faces. We’re the world’s leading maker of Chocolate, Biscuits, Candy and Gum with billion-dollar brands like Cadbury, Milka, Prince and Oreo and we now have an exciting opportunity to join our team.

 

Act as single point of contact for assigned customer portfolio within the OTD process. Ensure that all day to day customer related activities are dealt with in a courteous, accurate and timely manner.

Manage escalations for complaints / disputes, handle and resolve issues to ensure maximum customer satisfaction.
Support the delivery of Business / Commercial objectives: achieve customer service targets, support the improvement agenda (internal process and external customer) and develop collaborative relationships cross functionally and with customers.


Work with the Order Fulfilment team to produce relevant KPI information, including root cause analysis and improvement initiatives. Support the Senior Customer Service Specialist in building a relationship with the MBS team to develop and optimize systems, process and ways of working between front office and back office.


Key Responsibilities:
  • Own, manage, maintain, develop and improve Supply Chain relationships and processes both internally and
    externally with customers.
  • Pro-actively communicate anticipated shortages to the customer so as to optimize on-shelf availability.
  • Work with order fulfilment to ensure establishment of the highest standards of order accuracy, process
    conformance, and order timeliness across all customer order management processes.
  • Work with customer, Log Ops, Warehouses, hauliers to optimise deliveries
  • Track the customer conformance to the trade terms agreements and work with them to develop and
    implement improvement plans.
  • Develop strong relationships with Commercial colleagues to ensure alignment across teams in support of the
    leverage of business opportunities
  • Influence customer stakeholders, commercial and internal teams to validate forecasts across multiple
    categories, in order to meet customer inventory and on-shelf availability targets.
    performance to agreed KPIs and SLAs. Act as the day to day contact for queries from the MBS team.
  • Support the 7 day a week OTD operation (occasional weekend work required).
  • Know the legal and compliance responsibilities of the position; lead ethically and model compliant behaviour;
    maintain an environment where employees are encouraged to speak up without fear of retaliation

Qualifications

Key Requirements:

 

  • Educated to degree level or equivalent experience
  • Working knowledge in supply chain / customer service
  • Strong communication skills at all levels
  • High attention to detail and accuracy
  • Process orientated - ability to monitor, measure and report
  • Good Systems knowledge of/enjoy using SAP and Excel
  • Flexibility/Ability to learn of the fly

 

Please note that we are not recruiting for this role at this point in time as there are no roles available in this area now. However, we regularly have vacancies that open up in this area so click and apply if you would like to register your interest.

 

 

Please note that we are not recruiting for this role at this point in time as there are no roles available in this area now. However, we regularly have vacancies that open up in this area so click and apply if you would like to register your interest.

 

 

 

We pride ourselves on having a high performing and collaborative culture where we offer support and development to enhance your career and develop your knowledge and skills.
In return for your commitment, drive and enthusiasm, we offer an attractive benefits package within a highly successful International business that offers financial rewards and resources, including bonus scheme, contributory pension, life assurance, generous holiday allowance and a flexible benefits programme.
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