Manager Customer Service NA

Position Title: Manager Customer Service NA
Position Type: Regular - Full-Time
Position Location: Oakbrook Terrace
Grade: Grade 06
Requisition ID: 35010
About the role.
Reporting to the Director, Customer Service NA, the Customer Service Manager has the responsibility to drive efficiency within the Order to Cash cycle. This role also will be key to establish a positive relationship/ partnership with our customers to enable a fully E2E integrated and collaborative supply chain.
The successful candidate will help improve value and service to customers and improve supply chain efficiency as well as utilize data to inform decision making and optimize plans to support joint initiatives with customers and internal partners. As a leader of the Customer Service team, the successful individual will work directly with multiple cross-functional partners our regional Sales, Sales Operations, Customer Facing Supply Chain, E2E Network Operations teams along with the Global Order to Cash leadership to implement and influence best practices, bring consistency across our customer channels, and deliver top tier execution. This role will be a key contributor to our S4 Hana implementation to help build a robust roadmap and improved functionality to maximize the value of this solution internally and with the customer.
This individual will require cross-collaboration directly with Sales, Sales Planning & Operations, Customer Facing, E2E Network Operations teams and act as the Subject Matter Expert for the Order Operations team. They will further be responsible for collaborating externally and internally on major projects.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Lead a Customer Service team with a strong emphasis on implementing & executing Best in Class process standards:

• Leadership: Lead a team of Customer Service Professionals to deliver a top notch customer experience and efficient operation. Create an environment that promotes open communication, motivates a team of Customer Solutions Representatives to achieve organizational goals and maintain a positive environment even when faced with challenges. Develop talent with adequate soft and technical skills to support various interactions with customers.
• Strategic Alignment: Work closely with appropriate Customer Facing, CPFR, E2E, Logistics and Sales teams to align on customer approach aligned to overall objectives.
• Needs Identification: Proactively identify critical needs of customers and internal partners, collaborating with cross-functional teams to ensure McCain NA's operational capabilities exceed those requirements. Develop a detailed understanding of McCain order fulfillment processes, requirements, capabilities and how they meet customers Procure to Pay needs.
• Operational Excellence: Develop and implement strategies to enhance operational efficiency in key areas such as Order Management, Fulfillment, Customer Self Service Tools & Visibility, Operational Alignment & Execution, Allocation & Available to Promise Management, and Cost to Serve.
• Eliminate inefficiencies within the order management process by ensuring customer service Standard Operating Procedures & Processes (SOP's) are followed, McCain's Customer Compliance Policies are adhered to, and root cause issues are identified and remedied.
• Implement new customer service technologies and capabilities to help drive system automation that will increase touchless orders.
• Metric Development: Leverage data and consumer insights to establish and monitor key performance indicators (KPIs) to measure operational performance, ensuring that metrics align with customer expectations and industry standards. This includes regular cadence of operational reviews creating a score card to understand both McCain and our customer partner's performance.
• Value Enablement: Execute value-added services to drive competitive advantage and improved effectiveness.
• Communication: Be the single point of contact for your customer portfolio by helping to manage their orders through the fulfilment process in SAP. Also help to manage escalations for complaints and disputes, and handle and resolve issues to ensure maximum customer satisfaction.
• Problem Solving: Manage escalations for complaints and disputes, and handle and resolve issues to ensure maximum customer satisfaction.
• Digital Transformation Mindset: Help drive proactive decision making and eliminate the manual work being done by launching new processes, ways of working and creating a simpler day to day.

KEY QUALIFICATION & EXPERIENCES:

• A desire to drive your future and accelerate your career and the following experience and knowledge:
• Experience: 5+ years of progressive experience in Supply Chain with Food and/or related CPG industry exposure.
• Experience in CPG food manufacturing & Supply Chain industry preferred.
• Highly proficient in SAP, MS Suite tools like Excel, Powerpoint, Power BI and Fourkites
• Experience in improving business processes via continuous improvement
• Demonstrated ability to develop and implement strategic initiatives that drive operational efficiency and customer satisfaction.
• Strong focus on delivering productivity, service and KPIs
• Data Savviness: Data driven and ability to combine datasets to get to an answer/path forward and ability to create/use skills in Power BI to drive decision making.
• Leadership Skills: Demonstrated ability to lead and inspire cross-functional teams. Proven track record of driving operational excellence and achieving results.
• Communication Skills: Strong verbal and written communication skills, with the ability to articulate complex concepts and strategies clearly. Experience in presenting to executive leadership is essential.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to use data-driven insights to make informed decisions and drive improvements.
• Excellent interpersonal and relationship-building skills, with the ability to collaborate effectively across different functions and levels of the organization.
• Proficient in the use of relevant software and tools for data analysis and reporting.
• Education: Bachelor's Degree.
• Language: English fluency. French Canadian a plus.

OTHER INFORMATION

• Travel: Up to 10%
• Job is primarily performed in a standard office environment.

About McCain.
At McCain, we're feeding the world: from French fries to cakes, we contribute to the important role food plays in people's lives. That's why we're dedicated to ensuring our core values-Family, Authentic, Trusted, and Quality-shine through every day. As a privately owned family company with over 60 years of experience, a presence in more than 160 countries, and a global team of 22,000 people, our values and culture are at the heart of everything we do. We believe that we can work together, along with our business and community partners, to bring sustainable growth and positive change today, tomorrow, and for generations to come. Join us and see how you can MAKE IT at McCain!
Leadership Principles.
Our principles, each with related practices, guide our actions across the organization. Together, they address how McCain interacts with our customers and employees, and how we work as individuals and collectively to find success. While each role adheres to the Leadership Principles, individual roles may focus more on a specific principle or principles.
We are customer obsessed. Customers are our starting point. By understanding their needs and leveraging data and consumer insights, we drive mutual success.
We think big and plan ahead. Through ambition, curiosity, and smart risks, we can accomplish goals, refine processes, and innovate to scale success.
We bring out the best in our people. We create safe spaces for our people so that trust and empowerment come naturally. Inclusion is about listening first, showing humility, and working together.
We act like owners. Together, we clear obstacles and do the work that makes us all successful and proud to be part of McCain.
The McCain experience.
We are McCain: this statement is about our power collectively and our importance individually-your impact is a significant part of the business. Our winning culture focuses on authenticity and trust so we can always bring out the best in our people. Here, you have the opportunity to learn, grow, and thrive while being yourself. Join our team to see why we're better together.
#LI-DM2
Compensation Package : $97,500.00 - $130,000.00 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.
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. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.
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 meet your needs.
Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the Global Privacy Policy
Job Family: Supply Chain & Logistics
Division: NA Supply Chain
Department: Customer Service NA Retail
Location(s): US - United States of America : Illinois : Oakbrook Terrace
Company: McCain Foods USA, Inc.