Analyst, Customer Collaboration (CLD)

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

Objective

Lead logistics and customer service collaboration at an advanced and comprehensive level for Grupo Walmart across the Cheese and Crackers categories. The role seeks to maximize supply chain efficiency, optimize commercial value, and drive customer satisfaction through data analysis, replenishment tracking, and the development of high-impact collaborative plans.

 Responsibilities

Relationship Management & Strategic Collaboration:

Serve as the single point of contact for the Walmart portfolio.

Design and actively participate in the construction of the AVP (Annual Value Plan) and collaborative plans in partnership with the customer's CPFRs.

Build and maintain strong collaborative relationships at a cross-functional level (internal teams and Walmart's commercial/supply teams).

Operational Tracking & Replenishment Analysis:

Conduct consistent, weekly tracking of replenishments, inventory levels, and performance through Walmart's specific portals.

Monitor and analyze key metrics such as On-Shelf Availability, DC-to-store service, days of stock, and promotional sales to make decisions that maximize sales and service levels.

Work hand-in-hand with the Order Fulfillment team for KPI reporting, root-cause analysis, and implementation of continuous improvement initiatives.

Issue Management & Continuous Improvement:

Map and resolve escalations, disputes, or operational complaints to ensure compliance with service targets and the business's commercial objectives.

Requirements

Experience in Customer Service & Logistics (CS&L) within the FMCG / CPG industry.

Solid, prior experience with Grupo Walmart: Deep knowledge of their replenishment processes, portals, and key logistics metrics.

Advanced proficiency in SAP and MS Office Suite (especially Excel for data analysis).

No Relocation support available

Business Unit Summary

Mondelez México has been in the country since 1927 and currently employs 6,000 wonderful people. Our diverse portfolio includes iconic and mouth-watering global brands such as Trident, Oreo, Philadelphia, and local jewels like Clorets and Bubbaloo. We are leaders in the making of cream cheese, powdered beverages and confections—in fact, we make seven out of every 10 chewing gums consumed by Mexicans. Our growth is supported by our cutting-edge manufacturing facilities, such as our Puebla Plant and Nuevo León HUB, which are the largest gums, candies and biscuits factories in the world in terms of volume. You can buy are products in 900,000 places in Mexico. We are also home to one of the 11 technology centers Mondelez International has worldwide, a specialized gum and candy facility that places us at the forefront of innovation and development in the country and drives our purpose to lead the future of snacking. We are pioneers in the country in work-life balance practices such as extended maternity leave, open spaces, remote work and flexible working hours.

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