JIL Success Stories
JIL Success Stories

Customer Service Analyst - Transportation
Wilkes Barre, PA
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Post Date: 02/15/19 Company: Mondelez International
Compensation:   Contact:
Job Type: Full Time Phone:
Education: High School / GED Fax:
Experience: 6 months - 2 years Mailing Address:
Travel: Negligible
Reference: PA8AM9IuiZ

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.

Customer Service Analyst - Transportation

Purpose of Role

The Customer Service Analyst - Transportation is required to improve and maintain the overall Carrier Service levels for Customer shipments. This role will provide the ability to forecast and execute against supply chain initiatives. Improved communication and improved Trans KPIs across all of CS&L & Sales and will be a main focus of this role.

Main Responsibilities

  • Develop and maintain KPI's to assess carrier performance against customer agreements/guidelines.

  • Partner with Transportation to root cause and implement corrective actions when carriers are performing below expectations.

  • Provide Customer OTD KPI metrics to CSC community collaborating to improve awareness and how to improve or maintain customer OTD

  • Provide customer/channel specific reporting for key customers and publish to Sales, Customer Service, and Transportation.

  • Provide transportation with forecast reporting that includes promotions, seasonal, and other surge volume.

  • Track fines and fees associated with late deliveries and report out to Customer Service, Sales, and Transportation.

  • Participate in monthly business reviews with Transportation and Carrier Partners to discuss service issues and resolution.

  • Participate/lead special projects and continuous improvement objectives as required.

  • Create tracking alerts for at-risk/late shipments.

  • Perform ad hoc analysis, as requested.

    Key Interfaces / Stakeholders


    Customers, Carriers and Carrier Partners


    Sales, Sales Service, Transportation, Replenishment, Supply Planning, Sales Planning, Client Services, Distribution, Financial Services, EDI, MBS, Claims

    Key Leadership/Functional Competencies

    Leadership Competencies

  • Decision quality

  • Learning on the fly

  • Self-knowledge

  • Customer focus

  • Dealing with ambiguity

  • Informing

  • Written communication

    Functional Competencies

  • Empowered to make decisions - Intermediate to Expert

  • Cross Functional work / Adapt to new situations

  • MIU / Sit Widths / Cross Functional Learning

  • Think Customer First - Intermediate to Expert

  • Problem Solving / makes decisions or starts tasks without instructed

  • Strong communication skills to appropriate parties

  • Manage Stakeholders expectation on communication via email or phone

  • Strong Customer Service

  • Knowledge of Supply Chain through Replenishment

  • Transportation

  • Business Insights & Solutions or Financial Services

  • Familiar with all modes of transportation

  • Strong knowledge of SAP

  • Business Objects

  • Excel

  • SAP

  • OTM

  • FourKites

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

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