Mondelez International Order and Customer Collaboration Specialist in Upplands Vaesby, Sweden

Description

What makes working at Mondelez 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 Marabou, Daim, Aladdin, V6, Stimorol and O'boy and we now have an exciting opportunity to join our team.

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.

Proactively manage the fulfillment of orders through the E2E OTD process, working closely with customers, the MBS team and cross functionally as required. 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.

Produce relevant KPI information, including root cause analysis and improvement initiatives. Act as a key interface with the MBS teams to develop and optimize systems, process and ways of working between on shore and off shore teams.

Main responsibilities:

  • Support the establishment of the on-shore (Stockholm, Oslo, Copenhagen based) and off-shore (MBS based) processes, systems and ways of working to deliver best in class customer service levels.

  • Act as key contact with regard to interface development with MBS team. Work with central teams in order to set up service level agreements and ensure continuous improvement / process optimisation.

  • Own, manage, maintain, develop and improve operational / Supply Chain relationships and processes both internally and externally with customers. Attend customer review meetings and ensure aligned and meaningful KPI’s are in place both internally and with customers. The ultimate objective is to deliver high levels of customer service consistently (post goods issue target 98.5%).

  • Develop strong relationships with Commercial colleagues to ensure alignment across teams in support of the leverage of business opportunities

  • Ensure establishment of the highest standards of order accuracy, process conformance, and order timeliness across all customer order management processes; establish and embed customer service appropriate reporting and KPIs to support new ways of working.

  • Work with the Logistics team and 3rd party warehouse and haulier contacts to optimise deliveries and manage any delivery failures with the customer.

  • Know the legal and compliance responsibilities of the position.

Qualifications

Skills and experience:

Required:

  • Strong focus and commitment to Customer Service including delivery of key KPI’s.

  • Good communication skills.

  • Team player, acting proactively with high levels of accountability, flexibility and collaboration.

  • Advanced English.

  • Fluent in Swedish, Norwegian, or Danish.

Preferred:

  • Knowledge of Business processes / Supply Chain / Customer Service.

  • Analytical skills.

  • SAP / Microsoft application knowledge.

  • Fluent in Finnish.

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.

Job: CS&L Order to Cash

Primary Location: EU-SE-Stockholm-Upplands Vaesby

Schedule: Full-time

Req ID: 1812334