Senior Customer Collaboration Specialist
Birmingham, England, United Kingdom (UK)
6d ago

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.

Please note that we recruit for these vacancies regularly throughout the year, so there may be a delay in response following your application between recruitment campaigns.

Purpose of the Role 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 Fulfillment team to produce relevant KPI information, including root cause analysis and improvement initiatives.

Drive and manage the Customer Innovation project agenda for the assigned customer portfolio.

There is a potential for occasional weekend working and bank holiday cover is required across the teams.

Main Responsibilities

  • Responsible for E2E OTD and performance for the Meals portfolio.
  • Develop a collaborative relationship with customer base using joint supply plans (JSPs) and regular customer meetings to review performance to KPIs and the innovation & continuous improvement project agenda.
  • Work with the Commercial team and Customer Innovation to develop customer relationships enabling leverage of business opportunities.
  • Utilise the availability of customer data to monitor OSA, depot to store service, stock holding and promotional sales.
  • Use this information to drive decision making internally and in the customer that maximises service levels and sales.

  • Lead collaborative forecasting meetings in the customer (30 : 60 : 90s) to drive forecast accuracy across both businesses and early resolution of potential stock availability issues.
  • Work with the Order Fulfillment team to coordinate efficient order execution for customers with a focus on promotion quantities, seasonal lines and lines on allocation.
  • Capture all customer driven service failures through timely reason code management & alignment with order fulfillment.
  • Identify and analyse potential process optimisation for order to delivery and initiate / implement respective improvement projects.
  • Manage 1 senior specialist; ensure that consumption against forecast of products is tracked, promotional quantities and lines on allocation are proactively managed and service risks are identified.
  • Ensure conformance to customer specific stock requirements (shelf life rules, delivery days, pallet stacking rules etc).

    Investigation of under / over consumption with service delivery at or above 98.5% for the full seasonal programme.

  • Work with the CSS, the senior specialist and the customer to optimise MOQ and VU in order to maximise Trade Terms efficiencies.
  • Work with the Customer Innovation Team on improvement programmes.

  • Support the Log Ops team in the management of haulier relationships.
  • Lead any changes within the team with regards to customer supply chain and route to market amendments.
  • Complaint management (escalations, approvals).
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