Customer Service-OTC Manager

Customer Service-OTC Manager

Are You Ready to Make It Happen at Mondelēz International?

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

You will oversee order & credit management and/or cash collection activity. Working with the sales and finance functions, you will minimize overdues, and clear claims and deductions in an accurate and timely manner, monitoring and mitigating our risk and minimizing bad debt write-offs.

How you will contribute

You will:

1. Oversee customer credit risk management and effective customer collections (including defining collection strategies and worklists, new customer onboarding, ongoing credit assessments and risk category and credit limit maintenance)
2. Adopt, communicate and enforce the global credit policy, building in-person relationships with major customers and the sales teams that support them
3. Ensure the technical proficiency of the bill-to-cash staff and manage the team responsible for credit analysis and receivables collection including training and skills development
4. Represent the company in professional credit groups and manage high-risk accounts and bankruptcies
5. Ensure staff are aware of and compliant with legal issues pertaining to credit and collection activities
6. Oversee the order management and work closely with BO teams to ensure timely delivery of orders to the customers.

What you will bring

A desire to drive your future and accelerate your career and the following experience and knowledge:

1. Significant experience in credit and collection management
2. A business perspective to the context of credit decisions
3. Experience leading and developing a team
4. Able to analyze data and derive insights into action with a focus on delivering to timelines and KPIs
5. Great interpersonal, teamwork and communication skills
6. Able to influence, negotiate and apply communication skills effectively

More about this role

What you need to know about this position:

1. Perform troubleshooting on all sales orders and assist to identify and execute various enhancements to all management processes.
2. Ensure compliance to all company and business policies and administer all open sales orders and ensure appropriate order flow.
3. Manage all communication with all sales department orders and process all customer orders and shipment of products and ensure optimal practices for all processes.
4. Monitor and evaluate all order issues and resolve discrepancies in production metrics and ensure accurate billing of all bookings.
5. Evaluate all weekly metrics and analyze all continuous improvement projects and prepare reports for all requests.
6. Manage customer credit as per the Mondelez global policy. Manage and monitor the DSO and OD for each customer and work closely with the Sales department on receivables.
7. Monitor and process all returns according to financial requirements and ensure compliance with all SOX reporting requirements.

What extra ingredients you will bring:

1. Business Acumen - Very deep knowledge and first-hand market experience on Order Management and Fulfillment operations. Good understanding of how the flow of goods interacts with Planning, Fulfillment, Logistics and Customer Development.
2. Financial Acumen – Good knowledge about the bill to cash protocols, over dues & DSO.
3. Stakeholder management, mindful about their challenges, always able to inspire them on how input/output operations can contribute to the business objectives
4. Consumer Love - Customer service orientation, always placing customers in the most central place
5. Passion for High Performance - Restless to find ways to optimize and eliminate inefficiencies (waste) and deliver a better Customer experience. Very strong analytical skills including analysis of complex data and drive insights from it that can inspire others

Education / Certifications:

Master/bachelor’s degree in any Business management

Hands-on experience of SAP

Years of Experience:

6+ Years of total experience related to Order to Cash management.

Minimum 2 years’ experience of team management.

No Relocation support available, however for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy.

Business Unit Summary

Mondelēz International in the Middle East, North Africa and Pakistan serves the Middle East and Africa markets as well as Australia, New Zealand, the UK and Canada. Headquartered in Dubai, UAE, we have more than 2600 employees working across seven plants and six commercial offices; we make, bake, sell and deliver our products to customers. We are market leaders in key snacking categories with iconic global and local brands including Cadbury Dairy Milk chocolate, Milka, Oreo and belVita biscuits, Barni Cakes, Tang powdered beverage, Chiclets and Trident gum, and Halls candy.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

Regular Credit & Collections Management (BTC) Customer Service & Logistics

At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.

We have a rich portfolio of strong brands – both global and local. Including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum.

Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen, and happen fast.