Customer Service Job at Mondelēz International

By on October 20th, 2016 in Customer Service jobs in nigeria

Job Description 
Customer Service Order To Cash Lead(Job Number:

Location: Lagos

Principal Accountabilities / Responsibilities
• Ensure the highest level of service quality for customers in cooperation with Customer Service & Logistics Manager at all stages of OTC related activities while maintain KPI’S (CFR, DIOH, IA , FE & MEP)
• Facilitate cross-functional co-operation with Order Fulfilment/Logistics Operations/Finance Departments in terms of Order to Cash (OTC) issues resolution
• Supervise and organize follow up of all queries coming from business counterparts, customers, or internally from other finance functions
• Maintain CS& L cost below Maximum vs NR, minimize distribution costs and improve efficiencies by engaging more competitive haulage providers, ensuring no waste, maximizing internal opportunities within site & ensure no need for additional external WH with current portfolio.
• Conduct annual customer satisfaction survey to establish current service levels as a benchmark for improvement
• Initiate processes that will enable us to better manage the relationships with key customers through customer based resources, process and systems (JBP,C@H programs)
• Form effective linkages and management of the remote Accenture BPO Team to ensure that end-to-end OTC activities are carried out effectively and efficiently.
• Develop and maintain customer metric dashboards to allow proactive monitoring of initiatives
• Identifying all possible productivities and synergies by analysing all the current processes, across Mondelez and the Customer’s Supply Chain
• Provide leadership to the Order Management & Fulfilment, Customer Development and Customer Finance Teams ensuring a high performance and engaged work culture
• Lead the Customer Finance Team in the Bill to Cash Processes with emphasis on customer risk/credit control; deductions; collections and reconciliations.
• Share and identify best practice productivity opportunities across the Customer Service Function
• Develop comprehensive project plans with clear time frames, resource plans and budgets
• Be the key interface to facilitate better ways of working and extract value that will benefit our customers and the sales team
• Design and drive continuous improvement within relevant areas of the OTC process

Minimum Knowledge, Skills, & Experience
• Minimum of a B.SC/HND education in a relevant discipline
• Experience in large FCMG organization which must include no less than 8 years in management level
• Knowledge in Transportation and logistics management
• Excellent knowledge of IT & Good analytical skills
• Effective communication skills with internal & External stakeholders
• Good drive for result & problem solving skills
• Flexible and able to work and cope under high pressure

Click here to apply online

Closing date: Not stated

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