Customer Experience Specialist

Mondelez International; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join a leading company in the snack industry, where you will enhance service levels and improve supply chain efficiency. As the point of contact for customers, you'll resolve issues, ensure satisfaction, and support business objectives. Your analytical skills and strong communication abilities will be key to succeeding in this role.

Qualifications

• Minimum 2 years of experience in Supply Chain or Customer Service.
• Experience in fast-moving consumer or packaged goods is preferred.
• Strong educational background in Supply Chain Management, Engineering, or Business Administration.

Responsibilities

• Single point of contact for customer portfolio; manage escalations.
• Use customer data to optimize service levels and sales.
• Work with the order fulfilment team to report on KPIs.

Skills

Analytical skills

Problem solving

Customer orientation

Communication skills

Team player

Proactive thinking

Education

Bachelor's Degree in Supply Chain Management or related subject

Tools

SAP

Microsoft Excel

Job description

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
  
  
  

More About This Role

Education / Certifications:

• Bachelor's Degree required, preferably in Supply Chain Management, Engineering or related subject; MBA/Master is an asset.
  
  
  

Job specific requirements:

• Minimum 2 years of prior experience in Supply Chain; Customer Service or Planning experiences preferred.
• Strong educational background in Supply Chain Management, Engineering or Business Administration.
• Proficient knowledge of SAP and Microsoft Excel.
• Experience supporting customers or in a customer-facing role.
• Excellent analytical skills and attention to detail.
• Strong communication skills both verbally and by email.
  
  
  

Travel requirements:

• No travel requirements
  
  
  

Work schedule:

• Regular business hrs
  
  
  

No Relocation support available

Business Unit Summary

With several brands that are among consumer favourites, including Cadbury, OREO, Christie and Maynards, we are one of the largest snack companies in Canada. Many of our iconic brands are ranked first, second or third in their categories, and our manufacturers and pastry chefs have an enviable mission to create and manufacture chocolate, cookies, crackers and candy in our iconic factories and locations across Ontario. A company with many ambitious growth targets, we have invested close to $250 million in our Ontario plants in recent years alone; We run marketing campaigns promoting innovative products such as Cadbury Dark Milk tablets and OREO Birthday Cake and Peppermint Bark cookies. Our community of more than 2,683 employees is present across Canada and our head office is in Toronto. Passion and dedication characterize our Company. We encourage all our employees to be themselves at work, to speak out and to encourage diversity in all areas of activity. In addition, we foster a flexible work environment and place great importance on the notions of trust and empathy to promote a true sense of belonging.

Mondelez welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process. Please note that the term "accommodation" in this posting means changes that are made in order to meet the needs of a person with disabilities and not lodging.

Job Type

Temporary (Fixed Term)

Customer Collaboration (CLD)

Customer Service & Logistics