Customer Service Lead

In every role McCainers are ambitious curious and passionate about creating exceptional work experiences - together. With a customer-first mindset we make doing business with McCain easy.

About the role.

Reporting to the North American Director of Customer Service the Lead Customer Service is responsible for driving efficiency across the Order-to-Cash cycle and building strong customer partnerships that support a fully integrated end-to-end supply chain. This role enhances customer value and service delivery through data-driven decision making process optimization and cross-functional collaboration. As a people leader you will lead a team of Customer Service Representatives while serving as the Subject Matter Expert for Order Operations and supporting strategic initiatives across the business.

What youll be doing.

Lead a team of 23 Customer Service Representatives supporting Balance of Region / Tier 4 business accounts with a strong emphasis on implementing and sustaining best-in-class process standards across the following areas:

• Leadership: Build and lead a Customer Service team committed to delivering exceptional customer experience and operational excellence. Foster a culture of open communication accountability and continuous improvement even in challenging circumstances. Develop team members technical and interpersonal capabilities to support a wide range of customer and cross-functional interactions.
• Strategic Alignment: Collaborate with Customer-Facing E2E Logistics and Sales teams to align on customer strategies consistent with McCains broader organizational objectives.
• Needs Identification: Proactively identify critical needs of customers and internal partners engaging cross-functional teams to ensure McCains operational capabilities meet and exceed requirements. Develop a deep understanding of McCains order fulfillment processes capabilities and how they support customers Procure-to-Pay workflows.
• Operational Excellence: Design and implement strategies to enhance operational efficiency across Order Management Fulfillment Customer Self-Service Tools Allocation & Available-to-Promise Management. Ensure adherence to Customer Service SOPs and McCains Customer Compliance Policies; identify and remediate root cause operational issues. Drive implementation of new customer service technologies and system automation to increase touchless order rates.
• Simplify: Eliminate inefficiencies within the order management process by ensuring customer service Standard Operating Procedures & Processes (SOPs) are followed McCains 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.
• Performance Metrics and Reporting Establish and monitor KPIs aligned with customer expectations and industry benchmarks leveraging data and consumer insights. Lead regular operational review cadences and maintain scorecards tracking McCain performance
• 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: Champion proactive decision-making and process innovation by identifying and deploying new workflows tools and ways of working that reduce manual effort and simplify day-to-day operations.
• Project/Cross-Collaboration: Work with cross functional teams and internal Customer Service teams to help drive new ways of working and standardization.

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What youll need to be successful.

• Bachelors degree required.
• 35 years of progressive experience in Supply Chain preferably within food manufacturing and/or Consumer Packaged Goods (CPG) environments.
• Demonstrated success developing and implementing strategic initiatives that improve operational efficiency and customer satisfaction.
• Strong proficiency with SAP and Microsoft applications including Excel PowerPoint and Power BI.
• Experience with FourKites or similar supply chain visibility platforms is preferred.
• Proven experience driving business process improvements through continuous improvement methodologies.
• Strong analytical and data management skills with the ability to combine multiple datasets and translate insights into actionable recommendations.
• Proven leadership capability with experience influencing and motivating cross-functional teams.
• Excellent verbal and written communication skills including presenting to senior leadership audiences.
• Strong problem-solving skills with a data-driven approach to decision-making.
• Highly collaborative with the ability to build effective relationships across multiple functions and organizational levels.
• Full fluency in English is required; French Canadian language skills are considered an asset.
• Ability to travel up to 10% as required.

About the team.

You will join the North American Customer Service organization and lead a team of 23 Customer Service Representatives supporting Balance of Region / Tier 4 customer accounts. The team works closely with Sales Customer-Facing Supply Chain Logistics Transportation Warehousing Deployment and broader Customer Service teams to deliver exceptional customer experiences and operational excellence across the Order-to-Cash process.

About McCain.

Click Here to learn more about McCain and how we provide opportunities to make an impact that matters.

Leadership principles.

At McCain our leadership principles guide how we engage with customers collaborate as a team and achieve success. We focus on understanding customer needs driving innovation empowering people and taking ownership to clear obstacles and deliver results.

AI & Digital Capabilities.

At McCain AI and digital capabilities are part of how we work and innovate. We value curiosity toward emerging technologies and the thoughtful responsible use of AI-enabled tools to improve outcomes as part of our future-ready culture.

The McCain experience.

We are McCain. This statement is a testament to our collective strength and our individual value. Your contributions play a vital role in our success. Our winning culture is rooted in authenticity and trust empowering us to bring out the best in one another. Here youll find opportunities to learn grow and thrive. Join us and experience why were better together.

Our purpose is grounded in building meaningful relationships. Were big believers in the power of working together in personit helps us stay connected collaborate more effectively and grow as a team. At the same time we recognize the importance of flexibility. Most office-based roles follow a hybrid model with the option to work remotely two days a week. There may be exceptions depending on the role and location so we encourage you to speak with your recruiter for more details.