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Mondelēz International ( Kraft Foods) - Customer Collaboration Specialist - Ftc (1 Year)

Job Definition

  • The key purpose of the role is to act as single point of contact for assigned customer portfolio within the OTD process. Ensuring all day-to-day customer related activities are dealt within a courteous, accurate & timely manner and adhering to current business standards. Main tasks: Manage the customer relationship for all customers, driving collaborative ways of working to deliver efficiencies. Manage escalations for complaints/ disputes, handle specific requests and issues and ensure customer satisfaction. Drive and manage the Customer Innovation project agenda for the assigned customer portfolio.

  • Responsible for Customer Service activities/KPIs and ensure the highest level of service quality for all channels.

  • Manage CS KPI’s and/or set new KPI’s, if necessary, in order to understand the achievement of process.

  • Establish strong relationships with customers and sales team to anticipate customer needs and drive Customer Service processes accordingly.

  • Monitor and ensure stock availability particularly of new products, seasonals, limited editions in bottleneck situations and close checks on customer requirements (shelf life rules, delivery days).

  • Identify and analyze potential process optimization “order to delivery” / opportunities / issues and initiate / implement respective improvement projects and ensure queries are dealt with quickly and efficiently and improve customer satisfaction.

  • Ongoing effort to improve service level to customers, maintain contact with the responsible persons to be able effectively solve problems.

  • Work collaboratively with Order Fulfilment and related team like sales and demand for allocations as required to meet the needs of customers like special events, promotions and activities.

  • Responsible for the coordination of an efficient order execution with focus on promotion quantities, bottlenecks and quotas.

  • Order and delivery optimization.

  • Proactive order management in bottleneck situations.

  • Complaint management (escalations, approvals).

  • Proactive offering of BBD endangered products.

  • Handles all customer related requests (i.e. change in design of the invoices, order capture methodology etc.)

  • Consider & Process customer complaints in accordance with internal policy on complaints of clients.

  • Define and maintain customer product codes (article codes) in SAP and new customer / product definitions.

  • Cooperation with MBS: ensure that needed information for Back and/or Middle Office defined activities are provided on time, complete and understandable. Monitor outcome, interfere if failed

  • Work closely with Customer Logistic Development to improve efficiency and initiate cost saving projects

    Please note that this role is fixed term contract - 1 year


  • University Degree (Business Administration or Engineering)

  • Good knowledge of English

  • Customer and Results Orientation

  • Problem and Conflict Solving

  • Analytical Skills

  • Change Management Skills

  • Communication and Negotiation Skills

  • Supply Chain Knowledge

  • Presentation Skills

  • Good command of SAP, other ERP and Office Programs,

  • Experienced within FMCG environment in Supply Chain

  • Good understanding of sales dynamics & RTM

  • Strong focus on delivering service and key KPIs

  • Team player, accountability, proactive thinking, flexibility