Direct Store Delivery (DSD) Customer Care Agent

Job description

Job Description

With our portfolio of global Power Brands such as Oreo and belVita biscuits, Cadbury Dairy Milk and Milka chocolate and Trident gum, we’re the world’s #1 in biscuits and candy, and #2 in chocolate and gum. We’re Mondelēz International , a snacking powerhouse with operations in more than 80 countries, with approximately 90,000 employees globally and our brands are marketed in around 165 countries.

 

Our purpose and vision is to create more MOMENTS OF JOY by building the BEST SNACKING COMPANY IN THE WORLD .

 

 

Customer Service & Logistics

Customer Service & Logistics (CS&L) is where you’ll integrate our end-to-end demand-driven supply chain. Working “from farm to shelf,” you’ll connect plants with customers to deliver best-in-class service in the most efficient way. Your goal will be to have the right products, at the right time, and with the right quantity and quality on the shelf.

Direct Store Delivery (DSD) Customer Care

As part of the Wilkes Barre Operations team, the DSD Customer Care Specialist is responsible for providing support for branch logistics, sales and retail customers through issue resolution and communications between all Customer Service Ops Groups in relation to DSD and to a lesser extent, Warehouse operations. 

Job responsibilities

•Answer calls and resolve issues related to Mondelez DSD System for branch logistics, sales and retail customers

•Document and communicate key information for late drivers, refusals, profile updates and Master Data issues

•1st point of contact to troubleshoot GPS phone or web issues for the sales force.

•Order entry received via email and fax

•Alaska and Export processing

•Invoicing

•Redeployments 

•Delivery Group settlement and adjustments to ensure accuracy of branch inventory and customer billing.

•Credit Adjustments

•Process claims communicated to the NCC

•Calculation of optimal product salvage based on mandated guidelines and situational variability, ie. returns, food banks, dumps.

•Responsible to provide disposition for external partners in possession of Mondelēz product.

•Cross-functional collaboration with finance, transportation, customer service, RDC logistics, and claims resolution.

•Review of monthly metrics  to ensure benchmarks are being met.

•Development of special projects: contingency plan, training documentation, team site updates.

Desired profile

Qualifications

Job responsibilities

•Answer calls and resolve issues related to Mondelez DSD System for branch logistics, sales and retail customers

•Document and communicate key information for late drivers, refusals, profile updates and Master Data issues

•1st point of contact to troubleshoot GPS phone or web issues for the sales force.

•Order entry received via email and fax

•Alaska and Export processing

•Invoicing

•Redeployments 

•Delivery Group settlement and adjustments to ensure accuracy of branch inventory and customer billing.

•Credit Adjustments

•Process claims communicated to the NCC

•Calculation of optimal product salvage based on mandated guidelines and situational variability, ie. returns, food banks, dumps.

•Responsible to provide disposition for external partners in possession of Mondelēz product.

•Cross-functional collaboration with finance, transportation, customer service, RDC logistics, and claims resolution.

•Review of monthly metrics  to ensure benchmarks are being met.

•Development of special projects: contingency plan, training documentation, team site updates.

Mondelēz Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender, national origin, disability, protected Veteran status, uniform service, 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.

Applicants must complete all required steps in the application process, including providing a Resume/CV, in order to be considered for this position.