Customer Service Specialist, HORECA at Mondelēz International

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

25 Jul, 26

Salary

0.0

Posted On

26 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Supply Chain Management, Logistics, Analytical Skills, Problem Solving, SAP, MS Office, Communication, Influencing, Negotiation, Demand Planning, Data Analysis, Stakeholder Management, Commercial Acumen, Process Design

Industry

Food and Beverage Manufacturing

Description

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 improve value and service to your customers and improve supply chain efficiency. In addition, you will use internal and customer data to optimize plans and to support joint initiatives with strategic customers. How you will contribute You will: Be the single point of contact for your customer portfolio Manage escalations for complaints and disputes, and handle and resolve issues to ensure maximum customer satisfaction Help achieve business and commercial objectives by achieving customer service targets, supporting the improvement agenda (internal process and external customer) and developing collaborative relationships cross-functionally and with customers Work with the order fulfilment team to report on KPIs, including root-cause analysis and improvement initiatives Use customer data to monitor on-shelf availability, depot-to-store service, stock holding and promotional sales. Use this information to drive decision making internally and with the customer in ways that maximize service levels and sales What you will bring A desire to drive your future and accelerate your career and the following experience and knowledge: Experience in CS&L and with customers Experience in fast-moving consumer goods or consumer packaged goods company Strong analytical and problem solving skills SAP knowledge and expertise in MS Office Customer orientation, strong influencing and communication skills Strong focus on delivering productivities, service and KPIs Team player, accountable, proactive thinking, flexibility More about this role Lead the organization through customer supply chain efficiencies, reducing cost and improving service levels through customer collaboration and logistics strategies. Location will be Egypt business office and scope of work would be handling CS&L responsibilities for AFH portfolio of MENAP region. Relocation support not available What you need to know about this position: Drive effective cross-functional communication among stakeholders: sales, logistics operations, demand planning, product supply and external partners Achieve KPIs targets including customer service, availability, productivity, etc. through effective implementation of processes Manage Co-packing and drive productivity initiatives Resolve operational challenges Focus on initiatives in efficient replenishment and availability while driving the implementation of joint value creation initiatives identified through customer collaboration Deliver enhanced service by driving the implementation of customer supply chain improvement initiatives and building deep relationships with the customer Participate in I2M projects driving CS&L tracks What extra ingredients you will bring: Experience in CS&L function, ideally with knowledge of customer supply chain management Cross-functional experience (sales, CS&L controlling, demand planning, and logistics and warehousing knowledge) SAP, information systems, process design, standard operating procedures Able to analyze data and derive insights into action with a focus on delivering to timelines and KPIs Great interpersonal, teamwork and communication skills Able to influence, negotiate and apply commercial acumen Education / Certifications: Degree in Industrial Engineering or Supply Chain Management Expertise in MS Office APICS CSCP-CPIM certification is preferred SAP knowledge Job specific requirements: Fluency in English & Arabic language Comfortable with multiple stakeholder management and regional collaboration Having experience in AFH business is preferred Travel requirements: As needed Work schedule: Full-Time No Relocation support available Business Unit Summary Mondelēz International in the Middle East, North Africa and Pakistan serves the Middle East and Africa markets as well as Australia, New Zealand, the UK and Canada. Headquartered in Dubai, UAE, we have more than 2600 employees working across seven plants and six commercial offices; we make, bake, sell and deliver our products to customers. We are market leaders in key snacking categories with iconic global and local brands including Cadbury Dairy Milk chocolate, Milka, Oreo and belVita biscuits, Barni Cakes,Tang powdered beverage, Chiclets and Trident gum and Halls candy. Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Job Type Regular Customer Collaboration (CLD) Customer Service & Logistics At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about. We have a rich portfolio of strong brands – both global and local. Including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen, and happen fast. Join us and Make It An Opportunity!

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Responsibilities

The specialist will act as the primary point of contact for customer portfolios, managing escalations and resolving disputes to ensure satisfaction. They will also drive supply chain efficiency by analyzing customer data to optimize replenishment, stock levels, and promotional sales.