Customer Service Manager CEA – Johannesburg, Gauteng

Business introduction

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.

Job Purpose

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.

Key Accountabilities

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.

Apply here!