Customer Operations Analyst, Hu

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 role of the Customer Operations Analyst will be responsible to driving fill rate and execution excellence by acting as the key liaison between internal and Supply Chain and Sales teams, as well as external brokers, customers, and 3rd Party Distributors.

Role Responsibilities:

Order Execution and Post-Delivery Care:

- Order entry of PO’s in NetSuite based on order arrival and requested customer delivery dates

- Manage any EDI order support and new customer setup - working directly with internal IT

- Liaison with Planning for any supply planning mitigation efforts; execute allocation of orders

- Communicate directly with brokers and buyers to determine ever-changing needs of customers

- Resolve any PO discrepancies, revision requests, stock availability requests by providing customer support

- Own the process of submitting customer acknowledgement and approval

- Liaison with planning to create analyses to determine order size requests

- Distribute and communicate to customers out stock notifications, price increases, etc.

Operations Support for Sample and Promotional Activities:
- Own Sales Sample processing requests; prioritize by requested delivery date.

- Own communication to customer and Sales team on post-delivery support.

- Support any additional promotional activity – order execution and delivery.

Repack/Repurpose Inventory Management:
- Work with 3rd party vendors to schedule, prioritize and support execution of product repacks

- Where necessary liaison with the e-commerce business for joint prioritization and conversion from retail into ecommerce packaging

Operations Support for Quality Related Issues:
- Provide operational support for any quality related risk mitigation efforts

- Liaison with Quality, Operations and Sales to communicate customer allocation, back-in-stock timing, plans to expedite

Display/Shipper Support:
- Liaison with Demand Planning to align on shipper forecast, schedule pack out with 3rd party vendors in order ship on time, in full

- Ensure communication of consumption needed for all required materials (Finished Goods, packaging); liaison with Procurement if necessary

ERP/Systems/Analytics:
- Play an integral role as the order management subject matter expert for the development of an Enterprise Resource Planning (ERP) development launch

- Responsible for building any new process Standard Operating Procedure (SOP) documentation

- Lead training initiatives for owned tasks for cross-training

Systems & Processes:

Netsuite:
- Netsuite Technical : Entries for Sales Order, Purchase Order, Transfer Orders, Customer acknowledgements, report creation and editing.

- Netsuite Process : Learn all workstreams involving Purchases Orders, Transfer Orders, and Sales Orders; understand chronological process and nuances for each 3rd party vendor.

S&IOP : Key contributor for weekly Demand/Supply Alignment Call, Monthly SIOP call.

Demand Planning Consensus Calls : Provide key inputs for current month to aid in the decision making of forward-looking forecasts.

EDI: Understand the purpose and use of EDI (Electronic Data Interchange) within Hu and processes

- Need to be in the office?: No, it's a Remote opportunity
- Travel: NA
Salary and Benefits:
The base salary range for this position is $69,300 to $95,315; the exact salary depends on several factors such as experience, skills, education and location. 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,