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 Contemporary Trade, Quick Commerce, and E-commerce customers.
Manage service escalations, order visibi

📌 OTC Customer Service Lead (Mumbai)
🏢 Mondelēz International
📍 Mumbai