Analyst, Customer Collaboration (CLD)

Mondelez International; Mexico; On-site; PHP 1,235,003 - 1,693,718; Full time

Benefits offered by this job

Extended maternity leave

Open spaces

Remote work

Flexible working hours

Job summary

Mondelēz México is seeking a Customer Service & Logistics specialist to be the main contact for key customer portfolios and to drive service levels, stock accuracy, and efficiency. You will manage escalations, analyze data, and collaborate across functions to meet commercial targets.

Join a team focused on delivering productivity and superior service while leveraging SAP and MS Office to support planning and joint initiatives with customers.

Qualifications

• 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.

Responsibilities

• Primary Point of Contact & Relationship Management for assigned customer portfolio.
• Monitor KPIs such as Fill Rate, On-Time In-Full, and stock levels; conduct root-cause analyses.
• Manage escalations for complaints or disputes to ensure maximum customer satisfaction.
• Analyze customer data to optimize planning and drive internal and customer decision-making.
• Collaborate cross-functionally with Order Fulfillment and commercial teams to meet targets.

Skills

Customer Service

Logistics

MS Office

SAP

Analytical Skills

Influencing

Communication

Tools

SAP

MS Office

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.

Other Information

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.

Benefits

• extended maternity leave
• open spaces
• remote work
• flexible working hours

Job Type

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 locales 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!

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.