Customer Service Coordinator

Position Title: Customer Service Coordinator

Position Type: Regular - Full-Time

Requisition ID: 41482

At McCain Foods, we know the importance that food plays in people's lives - the power it has to uplift and bring people, families, businesses and communities together. Guided by our purpose to bring enjoyment to people's lives through great tasting food, we believe that working together with our teams, business and community partners will bring sustainable growth and positive change - today, tomorrow and for generations to come.

As a privately owned family company with over 60 years of experience, a presence in over 160 countries and a global team of 22,000 people, our values and culture are at the heart of everything we do. Our product quality, people and customer dedication help us achieve global sales in excess of CDN $10 billion. Through our investment and innovation, we continue to be a global leader in prepared potato products, including our famous French Fries and appetizers.

SUMMARY:

Reporting to the Manager of Order Operations 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:

• Management of customer orders throughout the order to delivery cycle.
• Report and Review gaps in customer level metrics to assist improving:
  • 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
  • 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:
  • Experience with SAP Order To Cash systems
  • 1-2 years Customer Service experience
  • Ability to communicate effectively in both English and French

Compensation Package: $52,600.00 - $70,200.00 . USD annually

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 and training, and other organizational needs. This posting is for an existing vacancy.

Benefits: At McCain, we’re on a mission to create a winning culture that puts employee safety and well-being at the heart of what we do, every day. We understand and appreciate that each person’s needs are unique and ensure our benefits & well-being 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. Well-being programs include vacation and holidays, company-supported volunteering time, and mental health resources. Coverages are aligned with country, provincial and state governing plans and can vary by work level, location and nature of the role. Additional benefit detail available during the application process.

Your well-being matters to us, and we’re here to provide you with the necessary resources to support you in being your best self at work — and at home.

McCain Foods is an equal opportunity employer. As a global family-owned company, we strive to be the employer of choice in the diverse communities around the world in which we live and work. We recognize that inclusion drives our creativity, resilience, and success and makes our business stronger. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, veteran status, disability, or any other protected characteristic under applicable law.

McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to find appropriate solutions.

Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with McCain’s Global Privacy Policy and Global Employee Privacy Policy, as applicable. McCain leverages AI in the hiring process, though all final decisions are made by humans. You can understand our approach to AI and how your personal information is being handled here.

Job Family: Supply Chain & Logistics
Location(s): US - United States of America : Illinois : Oakbrook Terrace

Company: McCain Foods USA, Inc.