Part-Time Call Centre Specialist: Elevate Customer Experience

Fnbnamibia; Johannesburg; On-site; ZAR 400,000 - 560,000; Full time

Job summary

Mondelēz International in Johannesburg seeks a senior CS&L leader to manage the customer collaboration agenda for selected markets. You will improve service and supply chain efficiency, acting as the single point of contact for customer performance.

Responsibilities include cross-functional coordination, KPIs delivery, and building a high-performing CS&L team. Strong SAP, data analysis and leadership are essential for success in this role.

Qualifications

• Degree in Supply Chain, Logistics or Engineering.
• Ten years experience in CS&L (Africa Import/Export) would be advantageous.
• Cross-functional experience across sales, CS&L, demand planning, logistics.

Responsibilities

• Drive cross-functional communication among sales, logistics operations, demand planning, product supply and external partners.
• Achieve KPIs targets including customer service, invoice accuracy, overdues and deductions.
• Lead and develop a high-performing CS&L team and mentor staff.
• Drive replenishment and availability improvements.
• Deliver customer supply chain improvements and deep customer relationships.

Skills

CS&L experience

Cross-functional

SAP

Team leadership

Data analysis

Communication

Influence

Education

Degree in Supply Chain, Logistics or Engineering

Post Graduate Degree advantageous

Tools

SAP

Information systems

Job description

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Job Description

Johannesburg, South Africa
Full time
R-
**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 manage the customer collaboration agenda for your market or set of customers. You improve value and service to customers and increase supply chain efficiency while offering accountability and transparency into customer performance via a single point of contact.
**How you will contribute**
You will:

• Drive effective cross-functional communication among stakeholders: sales, logistics operations, demand planning, product supply and external partners
• Achieve KPIs targets including customer service, invoice accuracy, overdues and deductions through effective implementation of processes
• Create a winning team that secures current and future plans by developing, coaching, delegating and leading a team that can drive the business agenda while giving them the opportunity to grow in the organization
• Focus on account or channel-specific initiatives in efficient replenishment and availability while driving the implementation of joint value creation initiatives identified through customer collaboration
• Deliver enhanced service by driving the implementation of customer supply chain improvement initiatives and building deep relationships with the customer

**What you will bring**
A desire to drive your future and accelerate your career and the following experience and knowledge:

• Experience in CS&L function, ideally with knowledge of customer supply chain management
• Cross-functional experience (sales, CS&L controlling, demand planning, and logistics and warehousing knowledge)
• SAP, information systems, process design, standard operating procedures
• Experience leading and developing a team
• Able to analyze data and derive insights into action with a focus on delivering to timelines and KPIs
• Great interpersonal, teamwork and communication skills
• Able to influence, negotiate and apply commercial acumen

**More about this role**
**Education / Certifications:**

• Degree or equivalent in Supply Chain, Logistics, Engineering
• 'Post Graduate Degree would be advantageous
• 10+ Years experience in CS&L function, ideally with knowledge of customer supply chain management
• 5-7 Years relevant experience within Africa Import/Export environment, including Freight and Logistics would be advantageous.
• Cross-functional experience (sales, CS&L controlling, demand planning, and logistics and warehousing knowledge)
• Experience leading and developing a team
• Strong communication and cross-cultural management skills with experience working with agents engaging custom officials. Open mindedness to accommodate the non-traditional mix of disciplines within Mondelez and interpersonal skills to work effectively in partnership with others in the organization and externally.
• Able to analyze data and derive insights into action with a focus on delivering to timelines and KPIs
• Experience in leading RSA retail customer top to tops
• Energy, intelligence, diplomacy, sound practical judgment and strong leadership skills
• Able to influence, negotiate and apply commercial acumen

**Job specific requirements:**
**Managerial**

• Deliver enhanced service by driving the implementation of customer supply chain improvement initiatives and building deep relationships with the customer.
• Create a winning team that secures current and future plans by developing, coaching, delegating and leading a team that can drive the business agenda while giving them the opportunity to grow in the organization.
• Drive effective cross-functional communication among stakeholders: sales, logistics operations, demand planning, product supply and external partners.
• Manage utilization, recruitment of highly qualified staff and retention of SACEA CS&L team.
• Monitor and steer CS&L Service KPIs targets including customer service, invoice accuracy, overdues and deductions through effective implementation of processes.
• Monitor adherence to processes, systems, compliance standards and overall OTC governance
• Provides leadership to teams through setting goals which align to the teams' annual plans and manages the execution of goals through coaching and mentoring.
• Develops a culture of continuous improvement, professional growth, cross functional collaboration and goal planning and execution. Focus on account or channel-specific initiatives in efficient replenishment and availability while driving the implementation of joint value creation initiatives identified through customer collaboration.

**Strategic Supply Chain**

• Benchmarking of best practice OTC processes and ensure continuous service improvement provided to customers
• Research, negotiate, maintain, monitor, and regularly evaluate relationships and contracts with external suppliers so the organization has a reliable supply of goods and services that meet its standards of quality, timeliness, and cost.
• Assess potential distributors' capability on warehousing & distribution and drive compliance to Corporate Quality standards.
• Regularly review the value chain costs, trading blocks across SSA and Incoterms to ensure that the GTM model achieves efficiency and desired results.
• Design/Re-engineer customer distribution network (Mdlz Plant/DC to Distributors) to meet cost, quality and service parameters in collaboration with Sales, Logistics and Finance.
• Design plans that address gaps to BIC in processes/systems/KPIS at Distributor.
• Assessment and recommendations on Infrastructural investment in Supply Chain Capability
• Formulate Annual CEA Inbound, Outbound and Warehousing Budgets.
• Review cost buckets, identify saving opportunites, and drive productivity across SACEA.

**Operations**
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