Customer Experience Specialist

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

More about this role
Education / Certifications:
Bachelor's Degree preferred, in Supply Chain Management, Engineering or related subject; MBA/Master is an asset.
Job specific requirements:

• Minimum 2 years of prior experience in Supply Chain: Customer Service or Planning experiences preferred.
• Strong educational background in Supply Chain Management, Engineering or Business Administration.
• Proficient knowledge of SAP and Microsoft Excel.
• Experience supporting customers or in a customer-facing role.
• Previous experience with e-commerce customers, such as Amazon, is a plus.
• Excellent analytical skills and attention to detail.
• Strong communication skills both verbally and by email.

No Relocation support available
Business Unit Summary
With several brands that are among consumer favourites, including Cadbury, OREO, Christie and Maynards, we are one of the largest snack companies in Canada. Many of our iconic brands are ranked first, second or third in their categories, and our manufacturers and pastry chefs have an enviable mission to create and manufacture chocolate, cookies, crackers and candy in our iconic factories and locations across Ontario. A company with many ambitious growth targets, we have invested close to $250 million in our Ontario plants in recent years alone; We run marketing campaigns promoting innovative products such as Cadbury Dark Milk tablets and OREO Birthday Cake and Peppermint Bark cookies. Our community of more than 2,683 employees is present across Canada and our head office is in Toronto. Passion and dedication characterize our Company. We encourage all our employees to be themselves at work, to speak out and to encourage diversity in all areas of activity. In addition, we foster a flexible work environment and place great importance on the notions of trust and empathy to promote a true sense of belonging.
Mondelez welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process. Please note that the term "accommodation" in this posting means changes that are made in order to meet the needs of a person with disabilities and not lodging.
Job Type
Temporary (Fixed Term)
Customer Collaboration (CLD)
Customer Service & Logistics