Analista de Servicio al Cliente (Temporal)

优缺点分析

角色解读

• This role can lead to senior analyst or specialist positions within Customer Service & Logistics (CS&L). With demonstrated success, you could progress into team leadership roles managing a group of analysts or into broader supply chain planning or demand management positions. The experience in a global FMCG company like Mondelēz provides a strong foundation for careers in supply chain management across the industry.
• You will act as the primary contact for a portfolio of customers, managing escalations and resolving issues to ensure satisfaction. You will analyze customer and internal data (e.g., on-shelf availability, stock levels) to optimize supply chain plans and support joint business initiatives. You will lead collaborative meetings with clients to review performance metrics and identify improvement opportunities.
• You need strong analytical skills to interpret data and drive decision-making. Excellent communication and influencing skills are crucial for managing client relationships and collaborating cross-functionally. Proficiency in tools like Power BI (for development), SAP, and MS Office is required to handle data analysis and reporting tasks effectively.

申请策略

• Research Mondelēz International's major brands in Peru and the WACAM region to understand their market presence. Familiarize yourself with their stated mission of 'Leading the Future of Snacking' and think about how this role contributes to it. Be prepared to discuss the hybrid work model mentioned in the description.
• Highlight specific achievements in improving customer service metrics (e.g., case fill rate, on-time delivery) or supply chain efficiency in previous FMCG roles. Detail your experience with data analysis tools, specifically mentioning projects where you used Power BI or SAP to generate insights. Emphasize instances where you successfully managed client relationships or led cross-functional initiatives to solve problems.
• If not already proficient, brush up on advanced Power BI features for data modeling and visualization. Review common supply chain KPIs (In-Stock, DOH, CFR) and be prepared to discuss how you've tracked or improved them. Practice articulating how you turn data analysis into actionable business recommendations for clients or internal teams.

面试指南

• Use the STAR method (Situation, Task, Action, Result) to structure your answers, focusing on quantifiable results where possible. For behavioral questions, demonstrate your problem-solving process, communication skills, and focus on customer satisfaction. For analytical questions, explain your thought process clearly, showing how you move from data to insight to action.
• Describe a time you had to manage a major customer complaint or escalation. What was the situation and how did you resolve it?
• Walk me through how you would use data (e.g., sell-out, inventory levels) to create a purchase suggestion for a client.
• How do you prioritize your tasks when dealing with multiple clients and internal deadlines?
• Tell me about a time you used Power BI or SAP to analyze a supply chain problem and what was the outcome?
• How do you approach building a collaborative relationship with a difficult stakeholder?
• Prepare 2-3 concrete examples from your past experience that demonstrate your skills in customer issue resolution, data analysis, and cross-functional collaboration. Review your knowledge of supply chain concepts and FMCG industry dynamics. Be ready to ask insightful questions about the team structure, key challenges for the role, and how success is measured.