Analyst, Customer Collaboration (CLD)

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 Enhance customer value and service quality while optimizing supply chain efficiency. You will leverage internal and customer data to optimize planning, support joint initiatives, and ensure flawless operational and logistical execution for deliveries and purchase orders.

Primary Point of Contact & Relationship Management: Serve as the key contact for your assigned customer portfolio (including direct 1-on-1 collaboration between the internal commercial team and the customer’s supply/procurement team). Supply KPI Monitoring: Continuously track essential metrics such as Fill Rate, On-Time In-Full , In-Stock levels, days of supply, and forecasts. Issue Resolution & Dispute Management: Manage escalations regarding complaints or disputes, resolving incidents effectively to guarantee maximum customer satisfaction. Data Analysis & Insights: Utilize customer data to monitor on-shelf availability, DC-to-store service levels, inventory levels, and promotional sales—driving internal and commercial decision-making to maximize service performance. Cross-Functional Collaboration & KPI Compliance: Partner with the Order Fulfillment team to report KPIs, conduct root-cause analyses, and implement continuous improvement initiatives. Qualifications & Requirements Relevant Experience: Proven track record in Customer Service & Logistics  within the FMCG / CPG industry. Account Management: Demonstrated ability in managing key accounts and driving specific supply metrics. Technical Skills: Proficiency in SAP and MS Office Suite. Analytical & Communication Skills: Strong problem-solving abilities, customer orientation, a proactive mindset, and excellent communication and influencing skills. Results-Oriented: Proactive, collaborative team player with a firm commitment to delivering productivity, high service levels, and commercial targets. 

 No Relocation support available Business Unit Summary Mondelez México has been in the country since 1927 and currently employs 6,000 wonderful people. Our diverse portfolio includes iconic and mouth-watering global brands such as Trident , Oreo , Philadelphia , and local jewels like Clorets and Bubbaloo . We are leaders in the making of cream cheese, powdered beverages and confections—in fact, we make seven out of every