Cs&l Ecommerce Customer Experience Lead

2 weeks ago

Toronto, Canada Mondelēz International Full time

**Job Description**:
**Are You Ready to Make It Happen at Mondelēz International?**

**Join our Mission to Lead the Future of Snacking. Make It Possible.**

The Ecommerce Supply Chain role is a pivotal position that contributes to enhancing customer satisfaction, optimizing operational efficiency, and driving the growth of the company's logistics services.

**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
- Capture, process and validate orders from customers using all means of transmission in an accurate and timely manner so we meet delivery processing schedules, minimum order quantities and vehicle types/sizes
- Manage effective order fulfilment, taking account of availability checks, stock allocation rules and cross-functional alignment to balance supply constraints with delivery of service levels Manage the action invoicing processes and delivery of invoice accuracy based on correct price/quantity
-

**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

**What you need to know about this position**:

- As the Ecommerce Customer Supply Chain Lead, you will play a critical role in ensuring the smooth and efficient flow of products from suppliers to customers in our online retail operations.
- You will be responsible for overseeing all aspects of the supply chain, from procurement and inventory management to order fulfillment and logistics coordination.
- Your strategic insights and operational expertise will be essential in optimizing processes, minimizing costs, and maintaining high levels of customer satisfaction. Collaboration with cross-functional teams, vendors, and partners will be pivotal to your success in this

**What extra ingredients you will bring**:

- 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

**Education / Certifications**:

- Bachelor's degree in Business Administration, Supply Chain Management, or a related field.

**Job specific requirements**:

- Proven experience in order management, customer service, or a similar role in the CPG industry.
- In-depth knowledge of the end-to-end Order-to-Cash process, including order entry, fulfillment, invoicing, and payment processing.
- Strong understanding of supply chain operations, logistics, and inventory management.
- Excellent communication and interpersonal skills to interact effectively with customers and cross-functional teams.
- Analytical mindset with the ability to identify process improvement opportunities and implement solutions.
- Strong organizational skills and attention to detail to manage multiple tasks and priorities.
- Ability to work under pressure and meet tight deadlines while maintaining a high level of accuracy

**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

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