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Hiring companyMondelez International
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OTC Customer Service Lead
Mumbai, India Full-time
About the role
The OTC Customer Service Lead at Mondelez India Foods Private Limited anchors the Service Pillar, owning end-to-end customer service and fulfillment outcomes across all channels. Day-to-day, the role governs service-level performance, OTC operations via external/shared service teams, analytics and dashboards, digitization and continuous improvement, and acts as Supply Chain SPOC for Modern Trade, Quick Commerce, and E-commerce customers. Based in Mumbai, India, this is a full-time position with relocation assistance available.
What you’ll do
- Own and govern service level performance (Case Fill, OTIF, Secondary service metrics) across all channels
- Govern end-to-end OTC operations executed via external/shared service teams, ensuring SLA adherence, issue resolution, and escalation management
- Drive service analytics and performance visibility, own dashboards, governance cadences, and root-cause insights
- Lead digitization and transformation initiatives within the OTC space to simplify, standardize, and improve processes
- Act as the Supply Chain SPOC for key Modern Trade, Quick Commerce, and E-commerce customers, managing service escalations and order visibility
- Drive central, strategic initiatives to make Traditional Trade service execution more future-ready, scalable, and consistent
- Lead a team of direct reports and manage indirect resources/contractors, building capability in service governance, analytics, and execution excellence
What you’ll bring
- 10 plus years in Supply Chain / Customer Operations / Customer Fulfilment
- University Engineering B.S. Degree
- Supply chain MBA or M.S in Supply Chain / Operations from a reputed institute
- Strong service mindset with execution rigor
- Analytics-driven decision making
- Stakeholder and customer management
- Ability to drive change, digitisation, and continuous improvement
- Strong FMCG exposure preferred
Skills
Service governanceAnalytics-driven decision makingStakeholder managementOTC operationsDigitizationContinuous improvementCustomer fulfillmentSLA management
Benefits
- Within Country Relocation support available
- Minimal support offered through Volunteer International Transfer Policy for candidates voluntarily moving internationally
Education
University Engineering B.S. Degree, Supply chain MBA/ M.S in Supply Chain / Operations from a reputed institute