Manager OTC & CS&L Process Excellence

Mondelēz International; Selangor; On-site; MYR 112,000 - 201,000; Full time

Job summary

Mondelēz International in Southeast Asia (Malaysia) seeks a seasoned Customer Service & Logistics leader to support OTC operations and customer collaboration, driving end-to-end processes and accountability.

You will coordinate cross-functional teams, deliver KPI targets, design SOPs, mentor a team, and strengthen product availability with CPFR practices.

Qualifications

• Minimum 5 years of CS&L or supply chain experience.
• Bachelor's degree in SCM, BA, logistics or related field.
• Proficiency in SAP (SD/MM) and SCM systems.
• Experience embedding SOPs and governance frameworks.
• Knowledge of CPFR methodologies.

Responsibilities

• Drive cross-functional coordination among Sales, Logistics, Demand Planning, Product Supply, and partners to ensure end-to-end execution.
• Achieve and exceed KPI targets across service levels, invoice accuracy, and deductions.
• Design and implement OTC and CS&L processes, SOPs, and governance for efficiency and scalability.
• Lead, coach, and develop a high-performing team with accountability.
• Lead customer collaboration and replenishment programs to improve product availability.
• Deliver enhanced service by driving customer supply chain improvements and stakeholder relationships.

Skills

Cross-functional collaboration

KPI management

OTC knowledge

SOP development

CPFR methodologies

FMCG/CPG experience

Lean Six Sigma

Education

Bachelor's degree in Supply Chain Management, Business Administration, Logistics, or related field

Tools

SAP (SD/MM)

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 support our order-to-cash (OTC) operations and/or the customer collaboration agenda for a given market or set of customers. You will offer improved value and service to the customer and increase supply chain efficiency while offering clear accountability and transparency into customer performance through a single point of contact.

How You Will Contribute

You will:

• Cross-Functional Coordination: Drive effective communication and alignment among stakeholders including Sales, Logistics Operations, Demand Planning, Product Supply, and external partners to ensure seamless end-to-end execution.
• KPI Delivery: Achieve and exceed targets across customer service levels, invoice accuracy, overdue management, and deductions through disciplined process execution and continuous improvement.
• Process Excellence: Design, implement, and continuously improve OTC and CS&L processes, standard operating procedures, and best practices to drive operational efficiency and scalability.
• Team Leadership: Develop, coach, and lead a high-performing team — delegating effectively, fostering accountability, and creating growth opportunities within the organization.
• Customer Collaboration & Replenishment: Lead account or channel-specific initiatives in efficient replenishment and product availability, while driving joint value-creation initiatives identified through customer collaboration.
• Supply Chain Excellence: Deliver enhanced service by implementing customer supply chain improvement initiatives and building deep, trust-based relationships with key customer stakeholders.

Requirements

• Minimum 5 years of experience in Customer Service & Logistics (CS&L) or Supply Chain, with strong knowledge of OTC management and end-to-end processes.
• Bachelor's degree in Supply Chain Management, Business Administration, Logistics, or a related field.
• Proficiency in SAP (SD/MM modules preferred) and supply chain information systems.
• Cross-functional experience spanning Sales, CS&L Controlling, Demand Planning, and Logistics/Warehousing
• Experience developing and embedding Standard Operating Procedures (SOPs) and governance frameworks
• Knowledge of collaborative planning, forecasting, and replenishment (CPFR) methodologies
• Experience working in the FMCG/CPG industry
• Commercial acumen with the ability to balance service and cost trade-offs
• Lean/Six Sigma certification or equivalent process improvement methodology experience

No Relocation support available

Business Unit Summary

Mondelēz International in Southeast Asia is in five countries serving 19 markets with more than 18 nationalities and 7,500 employees. This group is emerging as one of the fastest growing regions in Asia, the Middle East and Africa, and we are proud of consistently producing high quality products in nine manufacturing sites. We are market leaders in key snacking categories, making and selling brands like Oreo and Tiger biscuits, Kinh Do mooncakes, Jacob’s crackers, Cadbury Dairy Milk chocolate, Tang powdered beverage, Halls candy and Eden cheese. We set the benchmark in being a responsible business and contributing to the communities in which we operate.

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

Network Management

Customer Service & Logistics