Manager, International Customer Solutions

Position Title: Manager, International Customer Solutions
Position Type: Regular - Full-Time
Position Location: Florenceville Main
Grade: Grade 06
Requisition ID: 34334
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!
Why join the McCain family. • Your Life - we're here to help you fulfil your potential, flourish, and thrive in work and life. • Your Success - work alongside passionate individuals who are committed to supporting your career ambitions, drive, and success. • Your Impact - we want you to make a meaningful, lasting impact for you, for your colleagues, and for the business.
McCain is a place where you can grow from the ground up, so join us and see how you can MAKE IT at McCain.
About the role
The primary role of the Manager, International Customer Solutions is to effectively lead the International Customer Solutions team with one other Manager, to deliver the company's customer supply chain strategy, meet and exceed customer expectations, and champion the needs of the customer into the McCain supply chain. This is delivered through a combination of service, cost, inventory and customer satisfaction results. This position leads and oversees the team responsible for the end-to-end order management and export and import documentation for all export intercompany and customer orders departing North America. The total export regions consist of Korea, South East Asia, Taiwan, Japan, Calatin, South America, Middle East, Australia, New Zealand, China, India, and South Africa; which includes shipping to over 60 destination countries. The export regions are shared between the two Managers, with one Manager being responsible for Korea, South East Asia, Taiwan, and Japan and one Manager being responsible for LATAM, Middle East, Australia, New Zealand, China, India, and South Africa.
The International Customer Solutions Managers will communicate effectively at all levels of the organization and will be able to collaborate with customers, various McCain internal teams, and external service providers. They will analyze trend and exception reports to make recommendations and implement changes to close identified gaps. The persons selected will be joining a strong team focused on providing the best solutions for customers, with a continuous improvement mindset.
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.
Responsibilities and Accountabilities:
People Management(35%):

• Mentor, coach, and provide learning and development opportunities for the team.
• Provide clear direction and leadership to team.
• Provide recognition and development focus to the team and individuals.
• Complete individual performance evaluations and support individual development plans.
• Ensure workload is distributed appropriately across the team, which allows for customer orders to be processed accurately and on time during a 40-hour week.

Service Level Management (30%):

• Escalate issues and collaborate with internal/external customers, internal McCain teams, and external service provides.
• Initiate, lead, & participate in cross-functional teams to resolve customer issues or supply chain inefficiencies.
• Hold team accountable to meet KPIs and respond appropriately to customer inquiries and complaints.
• Analyze overall trend and exception reports to make recommendations and implement changes to close gaps identified.

Continuous Improvement (25%):

• Lead, promote, and hold the team accountable to follow new processes and systems that will transform the team from transactional to more value added/analytical.
• Developing & supporting strategic plans for the future of the Int'l Customer Solutions Department.
• Provide clear and consistent messaging to the team.
• Lead assigned project work, which includes holding the team accountable in completing projects assigned.

Service Exceptions (10%):

• Investigate, resolve, and track financial penalties from our customers and logistics providers.
• Investigate, resolve, and track service failures.

Requirements:
Academic:
Must have:
o Bachelor's Degree (preferred: Logistics / Business / Supply Chain)
Related Work Experience (Internal to the organization or external):
Must have:
o 6-8 years' experience in a supply chain role.
o Must be proficient in Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint)
Nice to have:
o Experience with SAP Order to Cash systems
o Previous experience in a leadership role.
Contact:
Internal:

• Director, Export Order Fulfillment- This Position's Manager
• Regional Managing Directors & Country Managers- Work collaboratively for total Export Customer Supply Chain results
• Functional Supply Chain Peers (Transportation, Warehousing, Planning & Deployment, and Forecasting)-Collaborate on Export Customer Supply Chain
• Functional Financial Peers (Credit, Pricing, Deductions Management)-Collaborate on Export Customer Supply Chain

External

• 3rd Party Vendors (WHS, Freight Forwarders)-Build effective, efficient relationships
• Customers- Build effective, efficient relationships

Authorities:

• Managing People (# of direct reports): 7+
• Other: Signing Authority, which includes but is not limited to: warehouse fees for late carrier arrivals, truck/space not used; expediting logistics; transportation mode exceptions; returns within policy.

Competencies:
Critical CORE Competencies:

• Excellent leadership abilities, interpersonal and relationship management skills; strong team player.
• Analytical - capable of understanding and explaining work processes, making recommendations for effective improvements to those processes. Able to investigate issues and conduct root cause analysis to solve problems.
• Excellent written and verbal communication skills.
• Demonstrated ability to successfully operate in a dynamic environment.
• Displays courage in dealing with difficult situations.
• Drives results to achieve the best customer experience while balancing costs.
• Self-motivated, independent thinker, project a professional image and interact effectively with all levels and functions with customers and McCain.
• Able to hold self and team accountable to meet commitments.
• Ability to make decisions in a stressful environment; remaining aware of customer (internal and external) needs.
• Ability to identify, address and resolve day-to-day issues and challenges.
• Strong technical and system skills including but not limited to MS Office suite (Outlook, Excel, PowerPoint, Word)
• Working knowledge of inventory management, warehousing and transportation operations.

Additional Information:

• Additional responsibilities as deemed necessary by the Global Supply Chain Management team
• Extended business hours, including holidays, and/or remote activity may be required as business needs dictate.
• Some local and international travel may be required.

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-Hybrid
Compensation Package : $97,500.00 - $130,000.00 CAD 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 Employee Privacy Policy
Job Family: Supply Chain & Logistics
Division: Global Supply Chain
Department: Customer Solutions International
Location(s): CA - Canada : New Brunswick : Florenceville-Bristol || CA - Canada : Alberta : Calgary || CA - Canada : Alberta : Coaldale || CA - Canada : Alberta : Edmonton || CA - Canada : Alberta : Grand Prarie || CA - Canada : Alberta : Lethbridge || CA - Canada : Alberta : Red Deer || CA - Canada : Alberta : Rocky View || CA - Canada : British Columbia : Burnaby || CA - Canada : British Columbia : Kamloops || CA - Canada : British Columbia : Kelowna || CA - Canada : British Columbia : Richmond || CA - Canada : British Columbia : Surrey || CA - Canada : British Columbia : Vancouver || CA - Canada : British Columbia : Victoria || CA - Canada : Manitoba : Carberry || CA - Canada : Manitoba : Portage la Prairie || CA - Canada : Manitoba : Winnipeg || CA - Canada : New Brunswick : Bathurst || CA - Canada : New Brunswick : Centreville || CA - Canada : New Brunswick : Edmundston || CA - Canada : New Brunswick : Fredericton || CA - Canada : New Brunswick : Grand Falls || CA - Canada : New Brunswick : Hartland || CA - Canada : New Brunswick : Moncton || CA - Canada : New Brunswick : Saint John || CA - Canada : New Brunswick : Somerville || CA - Canada : Newfoundland and Labrador : Clarenville || CA - Canada : Newfoundland and Labrador : Corner Brook || CA - Canada : Newfoundland and Labrador : Marystown || CA - Canada : Newfoundland and Labrador : St. Anthony || CA - Canada : Newfoundland and Labrador : St. John's || CA - Canada : Nova Scotia : Bedford || CA - Canada : Nova Scotia : Belleisle || CA - Canada : Nova Scotia : Dartmouth || CA - Canada : Nova Scotia : Halifax || CA - Canada : Nova Scotia : Kentville || CA - Canada : Nova Scotia : Middleton || CA - Canada : Nova Scotia : New Glasgow || CA - Canada : Nova Scotia : Sydney || CA - Canada : Nova Scotia : Truro || CA - Canada : Nova Scotia : Yarmouth || CA - Canada : Ontario : Bolton || CA - Canada : Ontario : Borden || CA - Canada : Ontario : Brampton || CA - Canada : Ontario : Dedicated Mississauga || CA - Canada : Ontario : Etobicoke || CA - Canada : Ontario : Forest || CA - Canada : Ontario : Guelph || CA - Canada : Ontario : Kingston || CA - Canada : Ontario : Kitchener || CA - Canada : Ontario : Lansdowne || CA - Canada : Ontario : London || CA - Canada : Ontario : Maidstone || CA - Canada : Ontario : Markham || CA - Canada : Ontario : Mississauga || CA - Canada : Ontario : Ottawa || CA - Canada : Ontario : Thunder Bay || CA - Canada : Ontario : Toronto || CA - Canada : Ontario : Waterloo || CA - Canada : Ontario : Windsor || CA - Canada : Ontario : Woodstock || CA - Canada : Other : Reference job description || CA - Canada : Prince Edward Island : Bloomfield || CA - Canada : Prince Edward Island : Borden-Carleton || CA - Canada : Prince Edward Island : Charlottetown || CA - Canada : Prince Edward Island : Elmsdale || CA - Canada : Prince Edward Island : Kinkora || CA - Canada : Prince Edward Island : Middleton || CA - Canada : Prince Edward Island : Montague || CA - Canada : Prince Edward Island : New Perth || CA - Canada : Prince Edward Island : Summerside || CA - Canada : Quebec : Ancienne Lorette || CA - Canada : Quebec : Anjou || CA - Canada : Quebec : Blainville || CA - Canada : Quebec : Chicoutimi || CA - Canada : Quebec : Drummondville || CA - Canada : Quebec : Duberger || CA - Canada : Quebec : Gatineau || CA - Canada : Quebec : Lachine || CA - Canada : Quebec : Laval || CA - Canada : Quebec : Montreal || CA - Canada : Quebec : Pointe-Claire || CA - Canada : Quebec : Quebec City || CA - Canada : Quebec : Terrebonne || CA - Canada : Saskatchewan : Regina || CA - Canada : Saskatchewan : Saskatoon
Company: McCain Foods (Canada)