Joy Mac Master

· Management of Customer Service team (Back office & Front office) and Order fulfillment team.

· Management of customers' orders (end-to-end).

· Manage service at order level through OTC related activities, including infill checks on each order.

· Maximize Customer Service and CSL KPI outputs, performing all tasks in line with Business SOPs.

· Facilitate Master Data corrections centrally based on orders and in association with Customer Development Specialists/KAM.

· Collaborate effectively to resolve any issues that could impact on Order fulfillment and expectation on the customer.

· Connect with responsible customer points of contact to resolve any issues effectively (CDS/KAM/Customer).

· Relationship with remote Accenture team on relevant reporting and performance management areas.

· Responsible for end-to-end Order to Cash activity within OTB (order to bill = Orders, Invoices, Returns, Damages/Expired Claims, Reporting, Audit, Financial, including quota and allocation management and reason code management).

· Support maximized availability across customer DCs.

· Communication bridge to Logistics Operations team.

· Supporting logistical reviews to maximize service & Mondelez efficiencies (Order frequency, lead-time, vehicle utilization, delivery times)

· Identify projects that can be used to extract value or optimize efficiencies across Mondelez and Customer's supply chain, responsible for the management and delivery of the approved projects.

· Develop an in-depth knowledge and understanding of the customer's systems, process key performance index and ways of working.

· Relationship management across key departments, owning and executing the contact strategy (Internally and externally).

· Manage and execute business GSV targets monthly.

· Primary point of contact on key regional KPI reporting on CFR (Case Fill Rate).

· Facilitate and build Standard Operating Procedures around order fulfillment and order management.

· Digitization and Automation.

· EDI implementation.

· Undertaking daily review of customer KPIs.

· Managing CFR.

· Ensuring all delivery shortages and failures are investigated and resolved, making recommendations thereafter to both customer and Mondelez teams.

· Investigating all lines which are short supplied to DC's and facilitating request for corrective actions.

· Maintaining stock levels within agreed tolerances in DC.

· Maintaining Customer Master Data.

· Promotional planning (Planning, Execution and Evaluation).

· Working with KAM to build collaborative plans to service Promotions, NPD, Launches, range changes to achieve In-stocks target as per Joint Business Plan.

· Provide updates to Customer, Commercial and Mondelez operational teams to support maximize availability across customer DCs and stores.

· Drive CFR by providing customer insight and influence to deliver improved promotional, forecasting and replenishment accuracy.

· Participating in collaboration meetings between Mondelez and customer, providing information inputs and outputs to ensure meetings deliver against agreed objectives.

· Supporting logistic team to maximize service and Mondelez efficiencies including order frequency, lead-time, vehicle utilization, delivery times etc.

· Build strong working relationships with customer contacts within the customer to enable a collaborative approach to working.

· Developing an in-depth knowledge and understanding of the customer's systems, processes, KPI's and ways of working.

· Facilitating relationship management across key departments.

· Representing the combined face of the Customer/ Mondelez to internal departments and service providers to facilitate business priority alignment.

· VMI implementation.

· Facilitate and lead monthly MBRs.

· Customers include – PnP, Mass Mart, SG Retail and SG Convenience from a supply chain perspective and Spar and Dischem from a Customer Interface perspective.

· Managing relationships with the customer both at head office and store level.

· Managing relationships between the customer and supplier and between the supplier and Vector.

· Controlling and managing key account admin including - Annual price increases, listing of new products, various product alterations, discontinuations, stock reports (obsolete and slow-moving stock).

· Customer reviews.

· Managing overstocks.

· Running and analysing participation reports.

· Running and analysing pricing/rate reports.

· Contact between customer and operations (handling queries, requests etc.).

· Contact between customer and procurement (assisting with forecasts, opening orders).

· Assisting customers (brands) with new product launches and promotions.

· Assisting debtors with Customer account payments etc.

· Customers include Famous Brands (Wimpy, M&B, Fishaways, Giramundo) and Compass.

Support on Nandos, McCain, Burger King, Eskort and Enterprise.