Mondelēz SACEA, has been reimaged with a single focus in mind to create moments of joy! With global brands that refresh, renew, uplift our people and our consumers.
In South Africa we are an industry leader with icon brands like Oreo, Cadbury Dairy Milk, Dentyne and Halls. Head quartered in Johannesburg, South Africa, we have around 650 employees as well as two manufacturing plants in Port Elizabeth and Swaziland and a Sales office in Kenya.
Our business is striving to become the most loved, respected and successful snacking company in Southern Africa.
The primary purpose of the role is to assure Order To Cash (OTC) End to End Service quality for the CEA market; coordinate and manage Customer Service & Finance Specialists; provide recommendations and outcomes that will enhance key management, organizational performance of local organization; ensure customer satisfaction with ultimate accountability.
In line with the job purpose, key accountabilities will entail the following:
Accountable for End 2 End Order to Cash performance for CEA
Alignment with other business units on service levels
Monitor and steer Order to Cash Service KPIs and Distributor order management
Monitor adherence to Order to Cash processes standards
Plan, coordinate and follow up on supervised personnel work
Establish department personnel needs included in the department development plan
Co-operate with various departments on the investigation on the queries / complaints received from the customer.
Develop customer relationships on service topics
Serve as an escalation point for the Order to Cash services provided to the customer channel / segment in scope
Support requests, issues and efficiency projects with customers and internally (Identify and improve department bottle necks)
Ensure on time and proper issue resolution with corresponding functions
Ensure continuous service improvement provided to customers
Benchmarking of best practice Order to Cash processes
Qualifications & Skill
This position requires an engaged and self-reliant person who can always take the initiative and plan well within a broad team environment.
Specific skills include:
Relevant Tertiary Qualification
3 – 5 Years relevant experience within a Customer Service environment with specific focus on the Import/Export environment
Good PC Skills (Word, Excel) and practical skills of work with Sales & Distribution of SAP.
Highly self-motivated individual with the ability to work under constant stress and meet deadlines; performance driven and focused
Ability to negotiate with a variety of people, customs agents, warehouse staff, shipping companies and customers
Excellent verbal & written communication skills
Good team player and able to coordinate with people cross functionally / geography positioned, effectively
Expert organizational, planning and problem-solving skills, with orientation toward continuous process improvement
Attentive and accurate in execution of the tasks, with perfect time management
Mondelēz International and Mondelez South Africa is committed to providing an equal opportunity for all applicants having the same qualification and experience in compliance with requirements of local employment.