Customer Service Analyst (MT)

About the role

Join Mondelēz International as a Customer Service Analyst focused on the MT market. You will be the primary point of contact for a portfolio of strategic customers, driving service excellence and supporting supply‑chain efficiency through data‑driven decisions.

Key responsibilities

• Serve as the single point of contact for assigned customer portfolio.
• Manage escalations, complaints and disputes to ensure maximum customer satisfaction.
• Achieve business and commercial objectives by meeting customer‑service targets and supporting internal and external improvement initiatives.
• Collaborate with order fulfilment teams to report on KPIs, conduct root‑cause analysis and implement improvement projects.
• Use customer data to monitor on‑shelf availability, depot‑to‑store service, stock levels and promotional sales, and translate insights into actionable decisions.

Required profile

• Minimum 2 years of customer service experience in retail or FMCG (MT/TT).
• Experience with replenishment processes, demand planning, CMI/VMI and e‑commerce (B2C/B2B).
• Strong analytical and problem‑solving abilities.
• Fluent English (high level) and excellent verbal and written communication skills.
• Academic background in Business Administration, Engineering or Logistics.

Required skills

• SAP
• Microsoft Office (advanced Excel, formulas, pivot tables, macros)
• Power BI or similar data‑analysis tools
• Knowledge of GS1 standards