Customer Service & Order To Cash Lead

Job Description

Are You Ready to Make It Happen at Mondelēz International?

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

To enhance value and service for Ricolino USA customers by leading all order management activities. Serve as the primary liaison between sales, warehouse operations, and customers, ensuring optimal service delivery, fill rates, and cost-effectiveness. Drive proactive communication and collaboration across sales, logistics, demand planning, product supply, and external partners.

Key Responsibilities:

Customer Service Leadership:

• Lead and manage Customer Service KPIs, with a primary focus on On-Time In-Full (OTIF) and Customer Fill Rate (CFR), through effective process implementation and continuous improvement.
• Oversee and mentor the back-office team, providing guidance, delegation, and fostering a high-performing team capable of supporting daily operations.
• Develop and implement customer supply chain improvement initiatives to elevate service levels and cultivate strong, lasting customer relationships.
  
  
  

Order Management & Issue Resolution:

• Serve as the main point of contact for all order-related activities, including order entry, order management, and order maintenance.
• Manage and resolve customer escalations, complaints, and disputes efficiently to ensure maximum customer satisfaction and minimize negative impact. Including claims and customer needs.
  
  
  

Cross-Functional Collaboration & Support:

• Support the achievement of business and commercial goals by meeting customer service targets, driving process improvements (both internal and customer-facing), and building collaborative relationships with cross-functional teams and customers.
• Collaborate with sales, logistics, demand planning, and product supply teams to optimize the order-to-cash process.
  
  
  

Compliance & Process Optimization:

• Support internal and external audit processes by ensuring that all relevant controls are in place and adhered to within the area's processes.
• Actively work to optimize OTC processes and align changes with global, regional, and local teams, ensuring consistency and efficiency.
  
  
  

Financial Support:

• Provide support with deductions, credit management, and other processes required to ensure smooth order entry and invoicing cycles.
  
  
  

Transportation Support:

• Support transportation planning activities based on order entries and specific customer requirements.
  
  
  

Essential:

• Proven experience in Customer Service & Logistics (CS&L) and direct customer interaction.
• Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
• Proficiency in SAP and advanced skills in MS Office Suite (Excel, Word, PowerPoint).
• Demonstrated customer orientation with exceptional influencing and communication skills.
• Strong focus on achieving productivity targets, enhancing service levels, and improving key
• performance indicators (KPIs).
  
  
  

Preferred Attributes:

• Team-oriented with a collaborative approach.
• Accountable and takes ownership of responsibilities.
• Proactive thinking and a solutions-oriented mindset.
• Adaptable and flexible in a dynamic environment.
  
  
  

The base salary range for this position is $95,100 to $130,800; the exact salary depends on several factors such as experience, skills, education, and budget. In addition to base salary, this position is eligible for participation in a highly competitive bonus program with possibility for overachievement based on performance and company results.

In addition, Mondelez International offers the following benefits: health insurance, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education related programs, paid holidays and vacation time. Some of these benefits have eligibility requirements. Many of these benefits are subsidized or fully paid for by the company.

No Relocation support available

Business Unit Summary

The United States is the largest market in the Mondelēz International family with a significant employee and manufacturing footprint. Here, we produce our well-loved household favorites to provide our consumers with the right snack, at the right moment, made the right way. We have corporate offices, sales, manufacturing and distribution locations throughout the U.S. to ensure our iconic brands—including Oreo and Chips Ahoy! cookies, Ritz, Wheat Thins and Triscuit crackers, and Swedish Fish and Sour Patch Kids confectionery products —are close at hand for our consumers across the country.

Mondelēz Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.

For more information about your Federal rights, please see eeopost.pdf; EEO is the Law Poster Supplement; Pay Transparency Nondiscrimination Provision; Know Your Rights: Workplace Discrimination is Illegal

Job Type

Regular

Warehousing & Logistics Operations Management

Customer Service & Logistics