Senior Manager - Customer Experience Lead

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Possible.

As the OTC Lead in our supply chain department, you will be responsible for managing the Order-to-Cash process for Mondelez International. You will ensure the efficient and accurate processing of customer orders, timely delivery of products, and seamless financial transaction processing. Your expertise in order management, customer service, and process improvement will be crucial in enhancing customer satisfaction and driving operational excellence

How You Will Contribute

You will:

• Monitors, evaluates and continuously improves the CS&L model and standards.
• Builds the Mondelez CS&L strategy to benefit both customer and internal priorities.
• Solicits feedback from the JBP and uses this to further improve the future JBP planning process.
• Is a trusted and credible advisor to the customer, able to positively influence and deliver win-win outcomes
• Inspires best in class customer focus and delivers true joint value creation (JVC)
• Anticipates future trends and implements plans to benefit from/mitigate them

What You Will Bring

A desire to drive your future and accelerate your career and the following experience and knowledge:

• Able to influence and drive cross-functional consensus on daily order fulfilment decision making
• Customer orientation with a focus on delivering on customer KPIs (case fill rate, service levels, on time in full)
• Strong customer service experience in CS&L
• Process management and planning skills
• Good understanding of supply chain management, order to cash cycle, and commercial areas
• Experience managing onsite and remote teams
• Excellent verbal and written communication skills

More About This Role

Leadership imperatives and capability demonstrated in the below:

Order Management:

• Address order-related inquiries, resolve issues, and provide timely updates to customers.
• Coordinate with sales, production, and logistics teams to ensure product availability and on-time delivery.
• Maintain order records, documentation, and order tracking systems.
• Receive, review, and process customer purchase orders accurately and efficiently.

Invoice and Payment Processing:

• Oversee payment collection, track overdue invoices, and manage credit limits.
• Maintain accurate financial records and ensure compliance with company policies and procedures.
• Generate accurate invoices based on order details and pricing agreements.
• Collaborate with finance and accounting teams to reconcile customer accounts and resolve any discrepancies.

Customer Relationship Management:

• Continuously monitor and improve customer satisfaction levels through effective communication and prompt issue resolution.
• Serve as the primary point of contact for order-related inquiries, escalations, and issue resolution.
• Develop strong relationships with key customers and internal stakeholders.
• Collaborate with cross-functional teams to identify customer needs and provide solutions.

Process Improvement:

• Identify opportunities to streamline and automate the Order-to-Cash process.
• Provide training and support to team members to ensure adherence to best practices and process efficiency
• Analyze data and key performance indicators (KPIs) to identify bottlenecks and implement process improvements.
• Collaborate with IT teams to enhance order management systems and tools.

Service and Cost Leadership:

• Lead the advantage survey governance with commercial team and roadmap to best in class
• Partner with commercial teams to Optimize customer level fines
• Improve the Cost to Serve roadmap through interventions on Vehicle Fill Rate

Education / Certifications:

• In-depth knowledge of the end-to-end Order-to-Cash process, including order entry, fulfillment, invoicing, and payment processing.
• Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
• Strong organizational skills and attention to detail to manage multiple tasks and priorities.
• Strong understanding of supply chain operations, logistics, and inventory management.
• Analytical mindset with the ability to identify process improvement opportunities and implement solutions.
• Proficiency in using order management systems and software applications.
• Excellent communication and interpersonal skills to interact effectively with customers and cross-functional teams.
• Proven experience in order management, customer service, or a similar role in the CPG industry.
• Ability to work under pressure and meet tight deadlines while maintaining a high level of accuracy

Travel requirements:

40% within GTA; 20% within Canada (customers outside GTA)

No Relocation support available

Business Unit Summary

We are the second-largest snacking company in Canada and in the top 10 food companies in North America. We make and distribute delicious household favorites including Cadbury, Oreo, Mr. Christie and Maynards. We are an ambitious business—in the past few years alone, we have invested $250 million in our Ontario-based factories. Our community of over 2,600 employees is based across Canada, with our head office on Bloor Street West in Toronto. Canada plays a strategic role for Mondelēz North America and globally. We are proud of our “local-first” commercial focus that enables us to take ownership of our own market and make more, faster decisions closer to our consumers. We are also proud of our top 100 position on Forbes magazine’s 2019 Canada’s Best Employers list.

If you are applying to a position in Canada, accommodations for applicants with disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process. For all internal and external applicants who require accommodation in the recruitment and selection process please contact 847-943-5460 for assistance/support.

Job Type

Regular

Order Management (OTB)

Customer Service & Logistics