Manager OTC & CS&L Process Excellence

Mondelēz International; Selangor; On-site; MYR 90,000 - 130,000; Full time

Job summary

Mondelēz International in Southeast Asia is hiring a Customer Service & Logistics specialist to support OTC operations and customer collaboration for selected markets.

You will drive cross-functional coordination across Sales, Logistics, Demand Planning, and Product Supply, while leading a team to improve service levels and process maturity.

The role requires 5+ years in CS&L or Supply Chain, a relevant degree, and SAP experience; the company offers growth in a fast-paced FMCG environment.

Qualifications

• Minimum 5 years in CS&L or Supply Chain with strong OTC knowledge.
• Bachelor's degree in Supply Chain Management, Business Administration, Logistics, or related field.
• Proficiency in SAP (SD/MM modules preferred) and supply chain information systems.
• Cross-functional experience across Sales, CS&L Controlling, Demand Planning, and Logistics/Warehousing.
• Experience developing and embedding SOPs and governance frameworks; CPFR knowledge.
• Lean/Six Sigma certification or equivalent process improvement experience.

Responsibilities

• Drive cross-functional communication among stakeholders including Sales, Logistics Operations, Demand Planning, Product Supply, and partners.
• Achieve and exceed targets across customer service levels, invoice accuracy, overdue management, and deductions through disciplined process execution and continuous improvement.
• Design, implement, and continuously improve OTC and CS&L processes, SOPs, and governance to drive efficiency.
• Develop, coach, and lead a high-performing team — delegating effectively, fostering accountability, and creating growth opportunities.
• Lead account or channel-specific initiatives in replenishment and product availability, while driving joint value-creation initiatives identified through customer collaboration.
• Deliver enhanced service by implementing customer supply chain improvement initiatives and building deep, trust-based relationships with key customer stakeholders.

Skills

Customer Service

Logistics

SAP SD/MM

CPFR

SOPs

Lean Six Sigma

Education

Bachelor's degree in Supply Chain Management

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

• 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 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!