OTC Customer Service Lead

Job description

**Job Description** **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 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** Regular Order Management (OTB) Customer Service \& Logistics At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about. We have a rich portfolio of strong brands -- both global and local. Including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen, and happen fast. Join us and Make It An Opportunity! Mondelez Global LLC is an Equal Opportunity/Affirmative Action employer. All qua