OTC Customer Service Lead

OTC Customer Service Lead

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

RegularOrder Management (OTB)Customer Service & Logistics

Experience Level

Senior Level