Manager - CLD - Omni

Mondelez; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Mondelez India Foods Private Limited in Mumbai is seeking a skilled professional for Customer Service Fulfillment Execution supporting Omni accounts; you will manage end-to-end service, track KPIs, and resolve delivery issues.

You will coordinate with Planning, Product Supply and Logistics to meet commitments, support promotions and demand spikes, and prepare dashboards. The role requires 4–6 years in supply chain or customer operations.

Qualifications

• 4-6 years of experience in Supply Chain, Customer Operations, or Customer Fulfillment.
• MBA in Supply Chain / Operations preferred.

Responsibilities

• Manage end-to-end service execution for assigned Omni accounts.
• Coordinate with Planning / Product Supply / Logistics to meet service commitments.
• Prepare daily/weekly service dashboards and account-level performance reports.
• Support governance of OTC processes, track SLA adherence and data quality.
• Identify opportunities to improve service stability and process efficiency.

Job description

Are You Ready to Make It Happen at Mondel z International

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

Key Responsibilities

1. Customer Service Fulfillment Execution

• Manage end-to-end service execution for assigned Omni accounts.
• Track and improve service KPIs (OTIF, Case Fill, order aging, secondary service metrics).
• Monitor backlog, short supply, and delivery issues; ensure timely resolution.

2. Account Management Coordination

• Act as the day-to-day SPOC for assigned customers from a supply chain perspective.
• Coordinate with Planning / Product Supply / Logistics to ensure service commitments are met.
• Support execution of promotions, launches, and demand spikes.

3. Analytics Reporting

• Prepare daily / weekly service dashboards and account-level performance reports.
• Perform first-level root-cause analysis for service losses
• Provide insights and inputs to the OTC Lead for governance and review forums.

4. Order-to-Cash Operations Support

• Support governance of OTC processes executed via shared/external service teams.
• Track SLA adherence, data quality issues, and operational exceptions.
• Escalate systemic or recurring issues with structured data.

5. Continuous Improvement

• Identify opportunities to improve service stability, process efficiency, and data accuracy.
• Support digitisation and process improvement initiatives led by the OTC Lead.
• Document SOPs and standard work for assigned accounts.

Candidate Profile Experience

• 4-6 years of experience in Supply Chain, Customer Operations, or Customer Fulfillment.

Relevant backgrounds Education

• Supply Planning
• Customer Operations / Customer Service
• Order Management / CLD roles
• Exposure to Omni customers preferred.
• MBA in Supply Chain / Operations preferred.

Within Country Relocation support available and for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy

Business Unit Summary

Mondelez India Foods Private Limited (formerly Cadbury India Ltd.) has been in India for over 70 years, making sure our mouth-watering and well-loved local and global brands such as Cadbury chocolates, Bournvita and Tang powdered beverages, Oreo and Cadbury Bournvita biscuits, and Halls and Cadbury Choclairs Gold candies get safely into our customers hands-and mouths. Headquartered in Mumbai, the company has more than 3,300 employees proudly working across sales offices in New Delhi, Mumbai, Kolkata and Chennai and in manufacturing facilities at Maharashtra, Madhya Pradesh, Himachal Pradesh and Andhra Pradesh, at our global Research Development Technical Centre and Global Business Hub in Maharashtra and in a vast distribution network across the country. We are also proud to be recognised by Avatar as the Best Companies for Women in India in 2019 - the fourth time we ve received this award.

Job Type

Regular Customer Collaboration (CLD) Customer Service Logistics