Customer Service Specialist, GDM

📌 Core Information

🔹 Job Title: Customer Service Specialist, GDM

🔹 Company: Mondelēz International

🔹 Location: Cairo, Al Qāhirah, Egypt

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: March 29, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Not applicable

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Efficiently managing customer orders and ensuring accuracy and timely processing.
• Serving as the primary contact for a designated set of customers, focusing on order management.
• Coordinating with logistics to optimize transportation costs and delivery schedules.
• Ensuring compliance with all relevant export/import regulations.

ASSUMPTION: It is assumed that the job may include high interaction with both logistics and sales teams, requiring robust cross-functional communication skills.

📋 Key Responsibilities

✅ Serve as a dedicated contact for a defined set of customers for order management.

✅ Take, process, and edit orders, ensuring timely and accurate delivery.

✅ Create and manage billing information including credit and debit notes.

✅ Maintain regular direct contact with customer supply chain and buying departments regarding logistics.

✅ Optimize order drop sizes and frequencies to reduce outbound transportation costs.

✅ Organize transport via third-party logistic operators ensuring on-time delivery.

ASSUMPTION: Responsibilities might include troubleshooting logistical issues in real-time, indicating a need for effective problem-solving skills.

🎯 Required Qualifications

Education: Bachelor’s degree in Business Administration, Supply Chain, Logistics, or related field preferred.

Experience: Minimum 2 years in order management, customer service, or supply chain within an FMCG environment.

Required Skills:

• Good numerical, analytical, and logical reasoning skills
• Proficiency in Microsoft Office applications
• High-level SAP competence

Preferred Skills:

• Knowledge of import/export regulations
• Experience in a customer-facing role within logistics or sales

ASSUMPTION: It is assumed that proficiency in SAP and knowledge of the order-to-cash process are critical for successfully performing this role.

💰 Compensation & Benefits

Salary Range: Not specified. Generally, compensation in FMCG companies aligns with industry standards and is competitive based on experience and location.

Benefits:

• Comprehensive health insurance coverage
• Performance-based bonuses
• Pension plan and retirement benefits

Working Hours: Full-time position with standard working hours; flexibility may be required based on business needs.

ASSUMPTION: Given the global presence of Mondelēz International, benefits likely include opportunities for international collaboration and professional growth.

📌 Applicant Insights

🔍 Company Context

Industry: Food and Beverage Manufacturing, emphasizing snacking category leadership.

Company Size: Over 10,001 employees, indicating a large-scale global operation with diverse opportunities.

Founded: 2012, with a strong global presence focusing on innovation in snacking.

Company Description:

• Leading in the future of snacking with a wide array of iconic brands.
• Vision focused on consumer-centric growth and sustainable practices.
• A diverse and inclusive workforce of 80,000+ globally.

Company Specialties:

• Production Foods
• Global Snacking Leadership
• Innovative Brand Management

Company Website: https://www.mondelezinternational.com

ASSUMPTION: The company's emphasis on growth and culture suggests that career advancement and personal development are core organizational values.

📊 Role Analysis

Career Level: Mid-level position suitable for candidates with some industry experience looking to develop their careers further.

Reporting Structure: Likely reporting to a senior member of the order management or logistics team.

Work Arrangement: On-site work arrangement at the Cairo office.

Growth Opportunities:

• Professional development within the FMCG industry.
• Potential to work on international order management projects.
• Opportunities for advancement into supervisory roles.

ASSUMPTION: Due to the size and scope of Mondelēz International, there are likely ample opportunities for career growth and lateral movement within the company.

🌍 Location & Work Environment

Office Type: Consistent with typical corporate office settings, offering professional working facilities.

Office Location(s): Cairo, Al Qāhirah, Egypt.

Geographic Context:

• Centrally located in one of North Africa's major business hubs.
• Access to a wide network of international business activities and partners.
• Vibrant city environment with access to cultural and historical sites.

Work Schedule: Standard working hours with potential flexibility dependent on project and business needs.

ASSUMPTION: The location in Cairo suggests a blend of traditional and modern business practices providing a unique working experience.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial phone screening by HR
• Behavioral and technical interviews

Key Assessment Areas:

• Technical expertise in SAP and order management
• Analytical and problem-solving abilities
• Communication and stakeholder management skills

Application Tips:

• Highlight proficiency in SAP and any relevant logistical experience.
• Provide specific examples of problem-solving in customer service contexts.
• Emphasize any experience in cross-departmental collaboration.

ATS Keywords: Order Management, Customer Service, SAP, Supply Chain, Logistics, Analytical Skills

ASSUMPTION: It is assumed that the hiring process focuses on both technical skills and cultural fit within the company's values-driven framework.

🛠️ Tools & Technologies

• SAP for order management
• Microsoft Office for daily administrative tasks
• CRM systems for customer interaction management

ASSUMPTION: Given the nature of the role, familiarity with logistics and supply chain software may also be beneficial.

👔 Cultural Fit Considerations

Company Values:

• Commitment to consumer satisfaction
• Focus on growth and innovation
• Integrity and ethical business practices

Work Style:

• Collaborative and team-focused environment
• Fast-paced with dynamic challenges
• Open to new ideas and innovation

Self-Assessment Questions:

• Can I work effectively in a fast-paced environment?
• Am I comfortable with SAP and other order management tools?
• Do I thrive in roles that require cross-functional collaboration?

ASSUMPTION: Candidates who align with a growth mindset and a focus on team success are likely to excel in this role.

⚠️ Potential Challenges

• Managing high volumes of customer orders
• Ensuring compliance with complex export/import laws
• Balancing multiple tasks and priorities effectively
• Maintaining communication across diverse teams and regions

ASSUMPTION: These challenges suggest that an adaptable and proactive approach to problem-solving is crucial for success.

📈 Similar Roles Comparison

• Similar roles in smaller companies may offer less complexity but limited scope for growth.
• Comparable positions in other FMCG firms might involve less direct international coordination.
• The role might be similar to positions in logistics-focused companies with more emphasis on transport optimization.

ASSUMPTION: Compared to other roles, this position may offer more complex challenges and rewarding opportunities due to Mondelēz's global reach.

📝 Sample Projects

• Optimizing order processing workflows
• Developing reports for logistic costs savings
• Coordinating a project to streamline export document management

ASSUMPTION: Sample projects assume direct involvement with order management and transport logistics optimization efforts.

❓ Key Questions to Ask During Interview

• How does Mondelēz support continuous professional development for this role?
• What key performance indicators define success for this position?
• How does the team handle unexpected logistical issues that impact customer satisfaction?
• What kind of training programs does Mondelēz offer for new technologies?
• Can you provide examples of recent successful projects handled by the team?

ASSUMPTION: These questions are designed to gauge alignment with company culture and strategic goals.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant skills and experience
• Prepare for an initial screening call by HR
• Be ready for a technical interview testing your order management knowledge
• Familiarize yourself with SAP processes mentioned in the job description

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.