Analyst, Order Management (OTB), Order Fulfilment

Mondelēz International; Santa Fe; Presencial; MXN 360.000 - 480.000; Jornada completa

Descripción de la vacante

Mondelez Mexico seeks a Customer Service & Logistics professional to be the single point of contact for key customer portfolios, managing order-to-ship processes and escalations to ensure optimal service levels.

You will analyze data, monitor on-shelf availability, and drive improvements with cross-functional teams. Requires SAP, MS Office, and 1–2 years in orders/service/logistics.

Formación

• Experience in CS&L and with customers.
• Background in FMCG/CPG.
• Strong analytical and problem-solving abilities.
• Proficient in SAP and MS Office.
• Customer-oriented with strong communication.

Responsabilidades

• Be the single point of contact for your customer portfolio.
• Manage escalations for complaints and disputes to maximize satisfaction.
• Support business objectives by achieving service KPIs and promoting improvements.
• Report KPIs with root-cause analysis and improvement initiatives with the order fulfilment team.
• Use customer data to monitor on-shelf availability, depot-to-store service, stock levels and promotions; drive data-informed decisions.

Conocimientos

CS&L experience

FMCG background

Analytical skills

SAP knowledge

MS Office proficiency

Customer orientation

Cross-functional collaboration

Educación

Bachelor's degree in International Business or Logistics

Herramientas

SAP

MS Office

Descripción del empleo

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

• 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

What you need to know about this position

• Esta posición será responsable de asegurar el seguimiento integral y oportuno de las órdenes de compra a nivel nacional, desde su ingreso hasta su cumplimiento (Order to Ship), coordinando con las áreas involucradas para garantizar niveles óptimos de servicio, visibilidad del estatus de pedidos y la resolución proactiva de incidencias que puedan afectar el surtimiento al cliente por medio de las siguientes responsabilidades:
• Gestión y Seguimiento de Órdenes de Compra: Monitorear el ciclo completo de las órdenes de compra a nivel nacional, asegurando su correcta captura, procesamiento y cumplimiento dentro de los tiempos establecidos.
• Analizar indicadores de cumplimiento de pedidos (OTB/OTS, fill rate, on-time delivery), identificando desviaciones y proponiendo acciones correctivas.
• Identificar, escalar y dar seguimiento a incidencias relacionadas con pedidos (faltantes, rechazos, retrasos), documentando causas raíz y acciones de mejora.
• Generar y mantener reportes periódicos del estatus de órdenes, niveles de servicio y tendencias, utilizando Excel y SAP como herramientas principales de gestión y análisis.

What extra ingredients you will bring

• Dominio de Excel para análisis y seguimiento de información.
• Conocimiento de SAP
• Mínimo de 1 a 2 años de experiencia en gestión de pedidos, servicio al cliente, logística o áreas afines.
• Habilidades analíticas y atención al detalle.

Education / Certifications

Licenciatura en Negocios Internacionales o Logística.

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.

Mondelez 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

At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about. We have a rich portfolio of strong brands – both global and local. Including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen, and happen fast.

Join us and Make It An Opportunity!