Job Code:36058 

Job Description

Reporting to the Manager Customer Service NA this role has the responsibility to drive customer satisfaction by managing day to day order operations and focuses on the customer order to delivery cycle. You help supports day-to-day order processing, tracking, customer inquiries, logistics issues and support of the credit and deductions process. Main responsibilities include Fill rate management, PO simplification, operations/customer escalations and data analysis to help improve overall KPIs for the customer and McCain. 

The successful candidate will help drive continuous improvement by managing the day to day for the customers for best-in-class order management.   As a part of the Order operations team, the successful individual will be a cross-collaborator driving issue resolution on a day-to-day basis. The Customer Solution Coordinator will communicate effectively within the organization and will be able to support order management requirements with internal and external customers.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• The below are preliminary duties needed for success in this role. 
• Management of customer orders throughout the order to delivery cycle. 
• Report and Review gaps in customer level metrics to assist improving:
•            o    Case Fill Rates
•                   - Maximize PO Fill Rate
•                   - Work with internal teams to align order ship dates with proper inventory arrivals
•                   - Execute allocation of inventory when necessary
•            o    Order Policy Compliance
•                   - Pallet ordering
•                   - Order lead time
•                   - CPU/Delivery appt management
•                   - Shipment Minimum quantities
• Provide exemplary customer service in attitude and aptitude to all internal and external customers
• Assist maintenance of customer profiles, including Master Data criteria and current customer conditions.
• Process/review customer orders and all order changes
• Respond promptly and accurately to all customer enquiries.  Develop and maintain strong relationships in order to improve the overall experience with McCain
• Order tracking -navigate SAP, carrier websites and customer portals for order tracking and tracing purposes to provide customers current information about the current status of their order
• Maintain documentation to assist in the validation of customer penalties for your customer base.
• Address order claims related to over/short/damage.
• Assist other Customer Solution Specialist/Coordinator partners in order to maintain full coverage.
• Will handle small to medium size account(s), with a moderate degree of complexity and sensitivity.
• Help provide reporting and required backup for monthly and yearend audit processes (internal and external)

KEY QUALIFICATION & EXPERIENCES:

• Bachelor's Degree (Logistics / Business / Supply Chain) or related field
• Working knowledge of inventory management, warehousing and transportation operations.
• Ability to provide superior customer service.
• Ability to work with speed and accuracy.
• Ability to multi-task.
• Demonstrated ability to successfully operate in a dynamic environment.
• Ability to support decisions in a stressful environment; remaining aware of customer (internal and external) needs.
• Excellent interpersonal and relationship management skills; strong team player and cross-collaborator
• Demonstrated written and verbal communication skills for comprehension.
• Ability to use initiative to identify, address and resolve day-to-day issues and challenges.
• Self-motivated, independent thinker, ability to work without clear direction
• Must be experienced in Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint)
• Technical and system skills with computer applications and different systems for inventory management/and truck management.

Nice to have:
       o    Experience with SAP Order To Cash systems
       o    1-2 years Customer Service experience 
       o    Ability to communicate effectively in both English and French

About McCain. 
Click Here to learn more about McCain and how we provide you with opportunities to make an impact that matters.

Leadership principles.
At McCain, our leadership principles guide how we engage with customers, collaborate as a team, and achieve success. We focus on understanding customer needs, driving innovation, empowering people, and taking ownership to clear obstacles and deliver results.

The McCain experience.
We are McCain. This statement is a testament to our collective strength and our individual value. Your contributions play a vital role in our success. Our winning culture is rooted in authenticity and trust, empowering us to bring out the best in one another. Here, you'll find opportunities to learn, grow, and thrive. Join us and experience why we're better together.

Compensation Package: $52,600.00 -$70,200.00  USD annually + bonus eligibility

The above reflects the target compensation range for the position at the time of posting. Hiring compensation will be determined based on experience, skill set, education/training, and other organizational needs.

Benefits: At McCain, we're on a mission to create a winning culture that puts employee safety and wellbeing at the heart of what we do, every day. We understand and appreciate that each person's needs are unique and ensure our benefits & wellbeing programs reflect that. Employees are eligible for the following benefits: health coverage (medical, dental, vision, prescription drug), retirement savings benefits, and leave support including medical, family and bereavement. Wellbeing programs include vacation and holidays, company-supported volunteering time, and mental health resources. Coverages are aligned to country, provincial and state governing plans and can vary by work level, location and nature of the role. Additional benefit details available during the application process.