International Customer Solutions Coordinator

Position Title:International Customer Solutions Coordinator

Position Type: Regular - Full-Time

Position Location:Florenceville Main

Requisition ID: 14035

Position Summary:

This position focuses on Export of McCain Frozen products internationally from the point of receiving a customer order to the preparation of documentation to clearing the container at destination. They will communicate effectively with internal departments and external companies to make all arrangements needed for a customer order to reach destination as and when requested. This job ensures customer satisfaction on all levels, with a focus on accuracy and timeliness. They have a detailed knowledge of their territories, special document requirements, etc. The ICSC supports their assigned ICSS by coordinating, executing and dispatching the documentation for their orders shipped. They will be trained to support the ICSS in all aspects of the order process for day-to-day order processing, tracking, customer enquiries, export documentation, logistics issues resolution and support of the credit and deductions process. They are responsible for the timeliness and accuracy of their documents.

Furthermore, they are responsible for looking for ways to improve the processes used by the International Customer Support team with regards to documentation.

Key Responsibilities:

Management of customer documentation and assist ICSS on customer orders throughout the order to delivery cycle.

• Exhibit integrity and professionalism in working with their customers, co-workers, and other departments. The growth and development opportunity for this individual is great, as the responsibilities are very broad.
• Overall Responsibility for the timeliness, accuracy and appropriate escalation of issues with the Export Documentation.
• Preparation of a variety of documentation pertinent to International requirements, including invoicing
• Support the ICSS to process orders and coordinating logistics, specifically entering orders and tendering orders to the designated Freight forwarder, predominantly in ICSS absence
• Always looking for ways to improve the processes used by the International Customer Support team as it relates to Documentation
• Ability to manage a high volume of emails and phone calls on a diverse set of topics
• Provide Customer Order Expertise with regard to all aspects of customer profile, can including Master Data criteria and current customer conditions.
• Respond to customer enquiries timely. Develop and maintain strong relationships with customers to improve the overall experience with McCain
• Constant communication with regional sales leads to inform of, and ensure compliance to McCain policies and procedures in the areas of order processing and management
• Measure and monitor service levels. Work closely with regional sales team and other departments within McCain to avoid and resolve service related issues and provide the best service possible for our customers (communicating customer requirements; mitigating shortages/service failures; expediting orders; analysis or account activities as required)
• Order tracking - utilize carrier/freight forwarder websites, and/or SAP for order tracing and tracking purposes to provide customers current information about the current status of their order
• Report/review customer level metrics and provide solutions to improve:
  • Case Fill Rates
    • Through sourcing decisions
    • Stock Transfer Orders (STO) to Order matching
    • Allocations of inventory where necessary
  • Order Policy Compliance
    • Pallet ordering
    • Order lead time
    • CPU/Delivery compliance
    • Shipment Minimum quantities
• Reporting overall region metrics for Order Fulfillment
• Support all aspects of Supply Chain activities that are involved in the Order to Delivery process, including but not limited to inventory allocations (supply to current demand), transportation and warehouse processes
• Facilitate/liaison with customer and other McCain departments to address order claims related to over/short/damage, goodwill and credit hold/new customer account situations
• Provide reporting and required backup for monthly and yearend audit processes (internal and external)

Drive process improvements

• Participate in cross functional teams to resolve customer issues or supply chain inefficiencies.
• Analyze trend and exception reports to make recommendations and implement changes to close gaps identified.
• Coordinate and monitor progress against special projects.

Perform various activities related to the North American Special Situation Management protocol (i.e. Product withdrawal or recall activities)

• This can include, but not limited to, the following: distributing communications, contacting customers, answering questions, conducting effectiveness checks, managing/reconciling inventory and updating records.
• Coordinate requests, follow up and reporting related to “Certificate of destruction” for product in customer possession.

Qualifications:

Academic

Must have: Bachelor’s degree

Related Work Experience:
Must have:
2-3 years’ experience in a service oriented role specifically logistics, exporting, and/or importing
Must be proficient in Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint)
Proven analytical and problem solving skills are required, as well as excellent attention to accuracy and detail

Nice to have:
Experience with SAP Order To Cash systems
French/Spanish language skills would be considered an asset

The health and safety of McCain employees and their families has been our number one priority since the start of the COVID-19 pandemic. Supported by science, and in line with our culture and values, we believe that being vaccinated is the most effective way to protect each other, our families, our customers, and our communities. It is therefore a requirement that the successful candidate for this role be fully vaccinated and have completed the mandatory incubation period prior to the candidate’s start date with McCain, subject to reasonable accommodations if you are unable to be vaccinated for protected grounds under applicable human rights legislation (e.g. medical or religious reasons).

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.

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Job Family:Supply Chain & Logistics
Division:NA Supply Chain
Department:Customer Solutions International
Location(s): CA - Canada : New Brunswick : Florenceville-Bristol

Company:McCain Foods (Canada)