Mondelēz International, Inc. empowers people to snack right in over 160 countries around the world. We're leading the future of snacking with iconic brands such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. Our 90,000 colleagues around the world are key to the success of our business. Great people and great brands . That's who we are.

Join us on our mission to continue leading the future of snacking around the world by offering the right snack , for the right moment , made the right way .

The primary purpose of this role is to Lead Customer Service and Supply Chain programs (in conjunction with Sales) that deliver volume and accelerated top line growth. Driving Supply Chain solutions through leadership of programs that improve performance to Customers, such as Joint Business Planning, Operations Review, CMI/VMI and other Supply Chain efficiencies. Focusing on providing value adding service for an efficient Customer Management

Plays a strategic role within CS&L and Operations Team, acting as "voice of the customers", instrumental to the achievement of Preferred Supplier of Choice Status

Develop and maintain Customer relationships to achieve executional excellence in both strategic initiatives and established business processes

Reports to the Customer Development Lead

Some of the key accountabilities for this role will include (but are not limited to)

Customer Engagement / Trade Service Level

• Leads business planning or tactical calls with customers for total Region/Customer group that are focused on:
  

 Customer replenishment planning and supply

 Supply Chain Programs such as CMI (Co-managed inventory), Joint Events Planning (JEP), etc. 

Infrastructure and Investment in Supply Chain Capability (TT)

 Benchmarking of best practices within the region or among Customers or in the Trade related to Order to Cash (OTC) process, warehousing, inventory, transport, quality and information systems.

 Service Level Agreements (Key Accounts)

• Build effective and sustainable partnerships with Kraft strategic Customers and provide customized solutions within a standardized operating environment.
• Designs and ensures implementation of service level recovery programs to customers. Secure from customers and agree on service/delivery requirements to achieve high service levels and avoid delivery rejections.
• Product Supply and Logistics) and ensure implementation of agreed solutions.
• Measure and track compliance to Joint KPI targets with Customers.
• Develop and implements and Customer Management Programs for total Region/Customer group
• Leverage Kraft tools locally or from Kraft Centres of Excellence (COE) such as Customer Segmentation, Distributor Assessment and Development (DAD), etc to determine Customer needs and create corresponding programs.
• Strategize with Operations Team (CS-Business Center, Logistics, Product Supply and Corporate Quality) to drive win-win solutions for Customers.
• Works with the Customer Team (Sales, Finance, Trade Marketing and HR) to identify key Customers eligible for Customer Management Programs. Ensure tight cooperation with Customer Team on Customer programs.
• Monitor Kraft Case Fill Rate, On-Time Delivery (OTD) and Order Cycle Time to assigned Customers, analyze results together with related Operations functions (CS-Business Center

RESULTS - drive achievement of Operations KPI focused on CFROT to Trade, Customer Development, Distributor Inventory Cover (TT), Store In-stock (MT) and Preferred Supplier Status (MT)

PROCESS - customer business planning or calls; joint supply chain scorecards and roadmaps;

STRATEGY - effective customer collaboration programs and coordination with other functions within Customer Team (Sales, Finance, Trade Marketing and HR) and act as front-liners for Operations Team in customer engagements

Replenishment Planning / Order Management

• Ensure Order to Cash (OTC) efficiency for total Region/Customer group is achieved through collaboration with customers on order size, frequency and pattern
  
• Ensures master data alignment with Customers and aligns with CS-Business Center on unique Customer delivery requirements (ASN, shrink-wrapping, delivery windows, countering, etc.)
  
• Accountable for efficient implementation of Vendor Managed (VMI)/Co-Managed Inventory (CMI) process total Region/Customer group. Sets replenishment norms by applying appropriate safety stock calculations, min-max inventory boundaries and ABC analysis (TT)
  
• Ensure compliance to NPDs and Promo SKUs pipeline and trade deals are implemented according to plan
  
• Monitor and reports Out-of-Stock (OOS) and un-served orders to highlight risk and service failures to Product Supply. Manage Sales and Customer expectations on supply.
  

RESULTS - customer satisfaction; Kraft CFROT; ensures off-take based replenishment CMI (TT);

PROCESS - consistent process check vs. customer requirement

STRATEGY - close monitoring of customer orders and coordination with other functions to ensure high service levels and pull-based replenishment

Distribution and Warehouse Operations

• Design/Re-engineer distribution network (Kraft Plant/DC to Customers) to meet cost, quality and service parameters in collaboration with Sales, Logistics and Finance.
  
• Assess potential distributors' capability on warehousing & distribution and drive compliance to Corporate Quality standards (TT).
  
• Build into distributors best practices in warehousing, inventory and fleet management and work with them to scale-up their infrastructure.
  

RESULTS - high-performing warehouse operations (TT); lowest possible delivery cost

PROCESS - Alignment of Customer Service TD Operations Call Sheet with Distributors

STRATEGY - leverage DAD tool and Kraft CQ global standards

Customer Financial Risk & Transaction

• Partner with Finance to ensure customer supply chain programs are aligned to P&L targets for the channel.
  
• Influence setting of trading terms related to BO allowance, delivery penalties, etc to reduce customers' cost-to-serve.
  
• Review pertinent distributor contracts to ensure these cover agreed Co-Managed Inventory (CMI) replenishment parameters and Kraft QPEs standards. Ensure integrity of CMI process to avoid risks of non-acceptance or non-payment of replenishment orders (TT)
  

RESULTS - achievement of internal CCC targets while sustaining Customer's viability

PROCESS - close alignment of Finance Plans with Supply Chain KPIs (ex. Payment term impact to TD weeks cover)

STRATEGY - demonstrate entrepreneurial mind-set

Demand Management & Forecasting

• Implement efficient Joint Forecasting and Joint Event Management process for total Region/Customer group. Jointly forecast with Product Supply, Sales re product requirements to support timely product launch.
  

RESULTS - Customer Satisfaction; high Service Level

PROCESS - Service Level Agreement (SLA) with Customers

STRATEGY - collaborate with Category Operations and link supply information with Sales/Customers' programs

Methods and Applications / Continuous Improvement

• Perform external benchmarking to determine "Best in Class" Operations practices; identify and custom-fit programs to suit KFP and its customers business needs.
  
• Support wastes reduction via efficient CMI replenishment process (TT), minimizing RUD, alignment to de-complexity programs (SKU slide-in/slide out) and execution of near-expiry inventory flush-out initiatives.
  
• Identify opportunities to leverage technology in Kraft OTC process efficiency (EDI, PO Automation, customer interface development)
  

RESULTS - Cost-reduction; efficiency gains

PROCESS - recommend to re-engineer company process for continuous improvement.

STRATEGY - operate with Lean mindset and instil Continuous Improvement culture

Compliance

• Ensure that the team acts with the highest degree of integrity and that all channel orders processes complies with corporate policies.
  

RESULTS - can describe results of policies and procedures to determine the strength of the organization's integrity.

PROCESS - can illustrate the processes and procedures in place to ensure strong compliance on all aspects of business.

STRATEGY - N/A

Do you have what it takes?

Knowledge: including education, qualifications and training

• Graduate of a business course
  
• Degree or certificate in Supply Chain Management Courses is preferred
  
• In-depth knowledge of Order-to-Cash Cycle
  
• Knowledge in computer operating systems (pref: SAP, JDE, AS400 query, Microsoft business software)
  
• Knowledge in Inventory Movements (system & physical)
  

Skills/Leadership Competencies

• Building Relationships
  
• With Continuous Improvement Mindset
  
• Process Management
  
• Entry level business acumen
  
• Above average communication and negotiation skills
  
• Presentation skills
  
• Planning skills
  
• Action Orientation / Drive for results
  
• Customer Focus
  
• Problem Solving
  
• Project Management
  
• Interpersonal Savvy
  
• Organizing
  

Experience

• Minimum of 5 years relevant experience in Order to Cash and Customer Management or related functions.
  
• Minimum 2 years Supervisory role in Customer Service or Logistics planning or relevant role, preferred in FMCG industry
  
• Has exposure/worked with modern trade accounts and distributors