Customer Operations Analyst, Hu

Summary

Mondelēz International is a global snacking company seeking a Customer Operations Analyst to drive fill rate and execution excellence. The role manages customer orders, post-delivery support, inventory repacking, quality-related operations, promotional activities, ERP processes, analytics, and coordination across internal teams, brokers, customers, and third-party vendors.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• Entries for Sales Order, Purchase Order, Transfer Orders, Customer acknowledgements, report creation and editing
• Learn all workstreams involving Purchases Orders, Transfer Orders, and Sales Orders; understand chronological process and nuances for each 3rd party vendor
• Key contributor for weekly Demand/Supply Alignment Call, Monthly SIOP call
• Provide key inputs for current month to aid in the decision making of forward-looking forecasts
• Understand the purpose and use of EDI (Electronic Data Interchange) within Hu and processes

Skills

• No Relocation support available

Qualifications

Must Haves

• No Relocation support available

Benefits

• Fully Remote
• This position is eligible for participation in a highly competitive bonus program with possibility for overachievement based on performance and company results.
• Health insurance
• Wellness and family support programs
• Life and disability insurance
• Retirement savings plans
• Paid leave programs
• Education related programs
• Paid holidays and vacation time