Analyst, Customer Collaboration (CLD)

Mondelez España Galletas Production SLU; Ciudad de México; On-site; MXN 450,000 - 650,000; Full time

Job summary

Mondelēz México is seeking a Customer Service & Logistics professional to be the single point of contact for key customer portfolios, manage escalations and drive KPI-driven service improvements. You will analyze data, monitor on-shelf availability, and collaborate with order fulfilment to deliver flawless execution across deliveries and purchase orders.

Proficiency in SAP and MS Office is required. The role emphasizes customer value, service quality, and continuous improvements within a

Qualifications

• Experience in Customer Service & Logistics within the FMCG / CPG industry.
• Account management experience with key accounts and driving supply metrics.
• Proficiency in SAP and MS Office Suite.
• Strong problem-solving, customer orientation, proactive mindset, and communication skills.
• Results-oriented, proactive, collaborative team player committed to productivity and service targets.

Responsibilities

• Primary point of contact for your customer portfolio and cross-functional coordination.
• Monitor KPIs such as Fill Rate, OTIF, in-stock levels, days of supply, and forecast accuracy.
• Manage escalations and disputes to ensure maximum customer satisfaction.
• Analyze data to support decision-making for service performance.
• Collaborate with Order Fulfillment to report KPIs and drive continuous improvement.

Skills

SAP knowledge

MS Office

Analytical skills

Communication skills

Customer orientation

Influencing skills

Team player

Problem solving

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

Enhance customer value and service quality while optimizing supply chain efficiency. You will leverage internal and customer data to optimize planning, support joint initiatives, and ensure flawless operational and logistical execution for deliveries and purchase orders.

Key Responsibilities

• Primary Point of Contact & Relationship Management: Serve as the key contact for your assigned customer portfolio (including direct 1-on-1 collaboration between the internal commercial team and the customer’s supply/procurement team).
• Supply KPI Monitoring: Continuously track essential metrics such as Fill Rate, On-Time In-Full , In-Stock levels, days of supply, and forecasts.
• Issue Resolution & Dispute Management: Manage escalations regarding complaints or disputes, resolving incidents effectively to guarantee maximum customer satisfaction.
• Data Analysis & Insights: Utilize customer data to monitor on-shelf availability, DC-to-store service levels, inventory levels, and promotional sales—driving internal and commercial decision‑making to maximize service performance.
• Cross-Functional Collaboration & KPI Compliance: Partner with the Order Fulfillment team to report KPIs, conduct root-cause analyses, and implement continuous improvement initiatives.

Qualifications & Requirements

• Relevant Experience: Proven track record in Customer Service & Logistics within the FMCG / CPG industry.
• Account Management: Demonstrated ability in managing key accounts and driving specific supply metrics.
• Technical Skills: Proficiency in SAP and MS Office Suite.
• Analytical & Communication Skills: Strong problem-solving abilities, customer orientation, a proactive mindset, and excellent communication and influencing skills.
• Results-Oriented: Proactive, collaborative team player with a firm commitment to delivering productivity, high service levels, and commercial targets.

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

RegularCustomer Collaboration (CLD)Customer Service & Logistics