Bilingual Customer Solutions Coordinator

Position Title: Customer Solutions Coordinator

Position Type: Temporary – Full-Time 

Position Location: Florenceville Main 

Grade: Grade 03 

Requisition ID: 31849 

McCain Foods (Canada) has a 13 month fixed term contract opportunity for a Bilingual Customer Solutions Coordinator. Reporting to the Manager Customer Solutions Canada, the suitable candidate will join a talented team focused on continuous improvement; and will play an important role in providing consistent, first-class customer service to our Canadian retail and food service customers nationally. 

As part of the Canadian Customer Solutions team, this position focuses on the customer order to delivery cycle. It supports day-to-day order processing, tracking, customer inquiries, logistics issues and support of the credit and deductions process.

The Customer Solutions Coordinator will communicate effectively within the organization and will be able to support order management requirements with internal and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

 Identify sourcing options

 Connect Stock Transfer Orders (STO) to Customer Orders.

 Execute allocation of inventory when necessary

o Order Policy Compliance

 Pallet ordering

 Order lead time

 CPU/Delivery compliance

 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 Solutions 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)
• Assist with process improvements. 
• Participate in cross functional teams to resolve customer issues or supply chain inefficiencies
• Generate progress against assigned projects
• Perform various activities related to the North American Special Situation Management protocol (i.e. Product withdrawal or recall activities)

EDUCATION 

Bachelor’s Degree (Logistics / Business / Supply Chain) or related field

RELATED WORK EXPERIENCE AND REQUIRED COMPETENCIES

• Bilingual, must be able to effectively communicate (both verbally and written) in English and French
• 1-2 years Customer Service experience
• Ability to provide superior customer service.
• Must be experienced in Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint)
• 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.
• Ability to work with speed and accuracy while being detail-oriented.
• 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.
• 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, project a professional image and interact effectively with all functions with customers and McCain.
• Experience with SAP Order To Cash systems is considered an asset

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: NA Supply Chain 

Department: Customer Solutions CA and Mexico 

Location(s): CA – Canada : New Brunswick : Florenceville-Bristol CA – Canada : New Brunswick : Fredericton CA – Canada : New Brunswick : Grand Falls 

Company: McCain Foods (Canada) 

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