Customer Service Lead

hace 4 semanas


Santiago, Metropolitana, Chile Mondelēz International A tiempo completo

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.

Qué debes saber acerca de esta posición:

  • Serás la persona que lidere el desafío de llevar la relación con los clientes de Chile y Perú un paso más adelante. Para esto necesitamos a un profesional con habilidades interpersonales altamente desarrolladas, que lidere la alineación entre las diferentes áreas que impactan los KPI's de servicio al cliente, tales como OTIF, Fill Rate, Instock, DOH, logrando un resultado "best in class" a nivel de mercado y posicionando a la compañía en el top tier de los rankings colaborativos.
  • Como uno de los principales desafíos tendrás el contribuir al IBP de la compañía, aportando insights claves de consumo mediante información estadística de los clientes y un trabajo alineado con el equipo comercial ante planificaciones promocionales y proyecciones de disponibilidad.
  • La digitalización será un valor agregado para mejorar el nivel de visibilidad y optimizar el tiempo que los equipos dedican a la ejecución, donde necesitamos una mentalidad de mejora continua y alta experiencia en uso-desarrollo de paneles en plataformas digitales.
  • En cuanto al facing con clientes, liderarás la agenda de JBP's y T2T logísticas, elevando el nivel de visibilidad y colaboración.
  • Serás el puente entre los equipos operacionales de la compañía y los clientes, para liderar una agenda de eficiencias logísticas, que permita maximizar los ahorros de la compañía y generar un tren de trabajo de alta colaboración con nuestros clientes.
  • El ambiente laboral es uno de nuestros pilares fundamentales de un trabajo en equipo de alto desempeño, por lo que liderar desde el ejemplo es una cualidad clave para este rol.

Educación/ Titulaciones:

  • Ingeniero Civil industrial, Comercial.

Requisitos específicos del puesto:

  • Al menos 7 años de experiencia en diversas áreas estratégicas de Supply Chain.
  • Deseable experiencia en equipos comerciales.
  • Mandatorio tener experiencia en roles de Customer Service Manager.
  • Conocimiento profundo como usuario de ERP's tales como GRS, ASR-AWR, Sistemas de Abastecimiento del Retail, similares.
  • Habilidades interpersonales altamente desarrolladas.
  • Manejo de plataformas digitales como Power BI, Tableau, similares.
  • Mentalidad de mejora continua.
  • Inglés Avanzado (Indispensable).

No Relocation support available

Business Unit Summary

Wacam is Mondelēz International's Latin America presence with more than 1700 wonderful people proudly representing a diversity of cultures and nationalities. Wacam includes 13 countries: Colombia, Ecuador, Perú, Chile, Bolivia, Panamá, Costa Rica, Nicaragua, Honduras, Guatemala, El Salvador, República Dominicana, Puerto Rico. We make and distribute our global brands and local jewels such as Field, Club Social to over 190 million consumers.

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.

At Mondelez International we work under a hybrid model, in which our offices at WACAM offer us a space for connection, collaboration and co-creation, with attendance being subject to the needs of the teams themselves and/or the business.

Where permitted by internal policies and local laws, new hires are required to be fully vaccinated with the COVID-19 vaccine as a condition of employment by their date of hire, unless they are granted a medical accommodation.

Job Type Regular Customer Collaboration (CLD) Customer Service & Logistics

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