Customer Collaboration Specialist

Mondelez International

Purpose of the role:
This role is working within the TR customer service and logistics function, specifically within the customer service team who provide the link between our multiple internal and external stakeholders. The customer service team work across multiple customer accounts in total, ranging from small independents to large multinational companies, with an objective to deliver best in class customer service. The role is primarily office based, located at the Istanbul site. Occasional travel may be required but varies depending on the customer account.

Main responsibilities:
• Establish effective relationships with the Mondelez TR and customer distribution networks to ensure seamless information flow on peak activity, including delivery scheduling and anticipated volume.
• Analyze, identify possible return risks for all channels to optimizing business performance, while meeting customer expectations and achieving Mondelez TR KPIs.
• Examine future returns and past returns to control the return process by analyzing the market and risk on the field.
• Track consumption vs. forecast during season and major promotions to identify potential challenges at an early stage, allowing preventative measures to be taken.
• Identify trends and analyze complex data to identify opportunities and provide solutions.
• Organize, coordinate, and chair customer service reviews with external customer and internal commercial teams.
• Influence customer stakeholders, commercial and internal teams to validate forecasts across multiple categories in order to meet customer inventory and on-shelf availability targets.
• Identify opportunities for continuous improvement across the supply chain and work with key stakeholders to implement processes and solutions.
• Drive best practice processes across all customer service teams and represent customer service within the wider customer service and logistics function.

Qualifications

• University degree, preferably Bachelor’s Degree from Engineering or Business Administration
• Minimum 1-2 years Supply Chain or Customer Service experience preferably within FMCG.
• Functional i.e. MS Excel, PowerPoint, Word, Outlook (preferred to intermediate level).
• Dealing with customer queries and complex problems
• Exposure to working with corporate IT systems e.g. SAP etc.
• Proven experience of working on cross functional projects
• Liaison with internal and external customers.
• Fluency in English.
• Driving license