OTC Customer Service Lead

The OTC Lead is the single point of accountability for customer service and fulfillment outcomes across all channels. The role anchors the Service Pillar for the organization ensuring strong service levels analytics-driven governance customer engagement and continuous improvement of the Order-to-Cash (OTC) function.

While order capture and processing are executed through external/shared service delivery teams this role owns end-to-end service outcomes visibility and performance governance.

Key Responsibilities

1. Customer Service & Fulfillment Ownership

• Own and govern service level performance (Case Fill OTIF Secondary service metrics) across all channels.

• Act as the service anchor ensuring consistent reliable customer fulfillment.

• Partner closely with Planning / Product Supply / Logistics to ensure right service by channel especially during constraints.

2. Order-to-Cash Governance (Outcome Ownership)

• Govern end-to-end OTC operations executed via external/shared service teams.

• Ensure SLA adherence issue resolution and escalation management.

• Own service outcomes and stability not transactional execution.

3. Analytics Visibility & Governance

• Drive service analytics and performance visibility across channels.

• Own dashboards governance cadences and root-cause insights.

• Bring outside-in KPIs such as customer-reported fill rates and distributor-to-retail service visibility.

• Enable data-led decision making for Supply Chain and Commercial teams.

4. Digitization & Continuous Improvement

• Lead digitization and transformation initiatives within the OTC space.

• Simplify standardize and improve OTC processes to reduce manual intervention and service volatility.

• Drive continuous improvement in service performance and execution effectiveness.

5. Customer Engagement MT Q-Com & E-commerce

• Act as the Supply Chain SPOC for key Modern Trade Quick Commerce and E-commerce customers.

• Manage service escalations order visibility expectations and customer coordination in partnership with Sales.

• Enable seamless customer experience and transparency in the supply chain network.

6. Traditional Trade Strategic Enablement

• Day-to-day execution managed at branch level.

• Drive central strategic initiatives to make Traditional Trade service execution more future-ready scalable and consistent.

7. Team Leadership

• Lead a team of direct reports and manage indirect resources/contractors.

• Build capability in service governance analytics and execution excellence.

• Operate effectively in a matrixed cross-functional environment.

Candidate Profile & Experience Required

• 10 plus years in Supply Chain / Customer Operations / Customer Fulfilment.

• Strong FMCG exposure preferred.

Education

• University Engineering B.S. Degree Supply chain

• MBA/ M.S in Supply Chain / Operations from a reputed institute

Key Capabilities

• Strong service mindset with execution rigor

• Analytics-driven decision making

• Stakeholder and customer management

• Ability to drive change digitisation and continuous improvement

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.