Customer Service and Logistics Manager

Manager CLD MT, AFH & CSD

Job Description

Are You Ready to Make It Happen at Mondelēz International?

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

You will improve value and service to your customers and improve supply chain efficiency. In addition, you  will use internal and customer data to optimize plans and to support joint initiatives with strategic customers.

How you will contribute

You will: 

• Be the single point of contact for your customer portfolio
• Manage escalations for complaints and disputes, and handle and resolve issues to ensure maximum customer satisfaction
• Help achieve business and commercial objectives by achieving customer service targets, supporting the improvement agenda (internal process and external customer) and developing collaborative relationships cross-functionally and with customers
• Work with the order fulfilment team to report on KPIs, including root-cause analysis and improvement initiatives
• Use customer data to monitor on-shelf availability, depot-to-store service, stock holding and promotional sales. Use this information to drive decision making internally and with the customer in ways that maximize service levels and sales

What you will bring

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

• Experience in CS&L and with customers
• Experience in fast-moving consumer goods or consumer packaged goods company
• Strong analytical and problem solving skills
• SAP knowledge and expertise in MS Office
• Customer orientation, strong influencing and communication skills
• Strong focus on delivering productivities, service and KPIs
• Team player, accountable, proactive thinking, flexibility

More about this role

Job Title: Manager CLD – Modern Trade, AFH & CSD

Reporting to: OTC Customer Service Lead – Supply Chain

Experience: 4–6 years

Function: Supply Chain / Customer Service

 Role Purpose

The Manager CLD – MT, AFH & CSD supports the OTC Lead by managing day-to-day customer service and fulfillment execution for assigned Modern Trade, Away-from-Home (AFH), and CSD accounts. The role focuses on service performance, coordination with supply teams, and operational analytics, ensuring consistent service delivery and rapid issue resolution.

Key Responsibilities

1. Customer Service & Fulfillment Execution

• Manage end-to-end service execution for assigned MT, AFH, and CSD accounts.
• Track and improve service KPIs (OTIF, Case Fill, order aging, secondary service metrics).
• Monitor backlog, short supply, and delivery issues; ensure timely resolution.

2. Account Management & Coordination

• Act as the day-to-day SPOC for assigned customers from a supply chain perspective.
• Coordinate with Planning / Product Supply / Logistics to ensure service commitments are met.
• Support execution of promotions, launches, and demand spikes.

3. Analytics & Reporting

• Prepare daily / weekly service dashboards and account-level performance reports.
• Perform first-level root-cause analysis for service losses
• Provide insights and inputs to the OTC Lead for governance and review forums.

4. Order-to-Cash Operations Support

• Support governance of OTC processes executed via shared/external service teams.
• Track SLA adherence, data quality issues, and operational exceptions.
• Escalate systemic or recurring issues with structured data.

5. Continuous Improvement

• Identify opportunities to improve service stability, process efficiency, and data accuracy.
• Support digitisation and process improvement initiatives led by the OTC Lead.
• Document SOPs and standard work for assigned accounts.

Candidate Profile & Experience

• 4–6 years of experience in Supply Chain, Customer Operations, or Customer Fulfillment. 

Relevant backgrounds & Education

• Supply Planning
• Customer Operations / Customer Service
• Order Management / CLD roles
• Exposure to Modern Trade, AFH, or institutional customers preferred.
• MBA in Supply Chain / Operations preferred.
• Management Trainee from a premier B-school strongly preferred.

Within Country Relocation support available and for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy

Business Unit Summary

Mondelez India Foods Private Limited (formerly Cadbury India Ltd.) has been in India for over 70 years, making sure our mouth-watering and well-loved local and global brands such as Cadbury chocolates, Bournvita and Tang powdered beverages, Oreo and Cadbury Bournvita biscuits, and Halls and Cadbury Choclairs Gold candies get safely into our customers hands—and mouths. Headquartered in Mumbai, the company has more than 3,300 employees proudly working across sales offices in New Delhi, Mumbai, Kolkata and Chennai and in manufacturing facilities at Maharashtra, Madhya Pradesh, Himachal Pradesh and Andhra Pradesh, at our global Research & Development Technical Centre and Global Business Hub in Maharashtra and in a vast distribution network across the country. We are also proud to be recognised by Avatar as the Best Companies for Women in India in 2019 – the fourth time we’ve received this award.

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

RegularCustomer Collaboration (CLD)Customer Service & Logistics

Experience Level

Mid Level