Customer Service & Logistics Lead (Order To Cash)

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 manage the customer collaboration agenda for your market or set of customers. You improve value and service to customers and increase supply chain efficiency while offering accountability and transparency into customer performance via a single point of contact.

How you will contribute

You will:

• Drive effective cross-functional communication among stakeholders: sales, logistics operations, demand planning, product supply and external partners
• Achieve KPIs targets including customer service, invoice accuracy, overdues and deductions through effective implementation of processes
• Create a winning team that secures current and future plans by developing, coaching, delegating and leading a team that can drive the business agenda while giving them the opportunity to grow in the organization
• Focus on account or channel-specific 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

What you will bring

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

• 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
• Experience leading and developing a team
• 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

More about this role

Education / Certifications:

• Degree or equivalent in Supply Chain, Logistics, Engineering
• 'Post Graduate Degree would be advantageous
• 10+ Years experience in CS&L function, ideally with knowledge of customer supply chain management
• 5-7 Years relevant experience within Africa Import/Export environment, including Freight and Logistics would be advantageous.
• Cross-functional experience (sales, CS&L controlling, demand planning, and logistics and warehousing knowledge)
• Experience leading and developing a team
• Strong communication and cross-cultural management skills with experience working with agents engaging custom officials. Open mindedness to accommodate the non-traditional mix of disciplines within Mondelez and interpersonal skills to work effectively in partnership with others in the organization and externally.
• Able to analyze data and derive insights into action with a focus on delivering to timelines and KPIs
• Experience in leading RSA retail customer top to tops
• Energy, intelligence, diplomacy, sound practical judgment and strong leadership skills
• Able to influence, negotiate and apply commercial acumen

Job specific requirements:

Managerial

• Deliver enhanced service by driving the implementation of customer supply chain improvement initiatives and building deep relationships with the customer.
• Create a winning team that secures current and future plans by developing, coaching, delegating and leading a team that can drive the business agenda while giving them the opportunity to grow in the organization.
• Drive effective cross-functional communication among stakeholders: sales, logistics operations, demand planning, product supply and external partners.
• Manage utilization, recruitment of highly qualified staff and retention of SACEA CS&L team.
• Monitor and steer CS&L Service KPIs targets including customer service, invoice accuracy, overdues and deductions through effective implementation of processes.
• Monitor adherence to processes, systems, compliance standards and overall OTC governance
• Provides leadership to teams through setting goals which align to the teams' annual plans and manages the execution of goals through coaching and mentoring.
• Develops a culture of continuous improvement, professional growth, cross functional collaboration and goal planning and execution. Focus on account or channel-specific initiatives in efficient replenishment and availability while driving the implementation of joint value creation initiatives identified through customer collaboration.

Strategic Supply Chain

• Benchmarking of best practice OTC processes and ensure continuous service improvement provided to customers

• Research, negotiate, maintain, monitor, and regularly evaluate relationships and contracts with external suppliers so the organization has a reliable supply of goods and services that meet its standards of quality, timeliness, and cost.

• Assess potential distributors’ capability on warehousing & distribution and drive compliance to Corporate Quality standards.

• Regularly review the value chain costs, trading blocks across SSA and Incoterms to ensure that the GTM model achieves efficiency and desired results.

• Design/Re-engineer customer distribution network (Mdlz Plant/DC to Distributors) to meet cost, quality and service parameters in collaboration with Sales, Logistics and Finance.

• Design plans that address gaps to BIC in processes/systems/KPIS at Distributor.

• Assessment and recommendations on Infrastructural investment in Supply Chain Capability

• Formulate Annual CEA Inbound, Outbound and Warehousing Budgets.

• Review cost buckets, identify saving opportunites, and drive productivity across SACEA.

Operations

• Manage (Measure & track) Contractual Supply Chain KPI’s & SLA to ensure performance

• Removes obstacles and implement practices which ensures customers receive product in a timely manner using cost efficient processes (workforce planning, inventory management, purchasing,systems utilization).

• Maintain control and ensure regulations to all export processes; Ensure that shipments comply with the laws and regulations governing the export industry.

• Co-operate with various departments on the investigation on the queries / complaints received from the customer.

• Report projections in Posting Meetings and Mitigate all risks affecting Posting.

• Lead Monthly, Quaterly and Yearly Audits.

• Attend and Participate in BU Demand/Supply Reviews.

• Lead customer and distributor quaterly business reviews/Top to Top meetings and execute all actions and next steps post the meetings.

• Manage SACEA DSO and Overdue's through leading AR.

• Lead CEA annual ocean freight bids as part of cost saving initiatives.

• Manage SACEA revenue recognition and lead discussions in SACEA internal audits, external audits with PWC, KPMG & EY

Program Management

• Conduct feasibility studies on all SACEA projects before it is taken through the I2M process.
• Manage value chain creation, sourcing decisions, supplier selection and contract negotiations.
• Lead management team in their planning and allocating of scarce SACEA CS&L resources.
• Coordinate program implementation with country teams for all relevant work streams, resolve problems and mitigate all CS&L related risks on all projects.

Building Relationships & Business Development

• Partner with BIC service providers and consultants like Deloitte in Kenya to understand implications of regulatory changes.
• Conduct monthly calls with external service providers to review SLA's
• Network internally and externally
  

Travel requirements:

• Ability to travel internationally.

No Relocation support available

Business Unit Summary

Mondelēz International’s Sub Saharan Africa Business Unit is made up of three key focus areas namely Southern Africa, West Africa and the Rest of Africa Markets.  The Business Unit is home to approximately 1000 Makers and Bakers who strive to bring only the best quality and loved brands to our consumers. Mondelēz International in Sub Saharan Africa is proud to house global legacy brands including Cadbury Dairy Milk, Oreo, Halls and Bournvita, together with local jewels such as Cadbury LunchBar, Chappies, TomTom and Dentyne.  The Business Unit’s Markets have consistently been awarded Top Employer certification, and has been recognised as a Top Employer in Africa.  

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