Customer Solution Analyst

McCain Foods (Canada) has an opportunity for a Customer Solution Analyst within our North American Customer Service group.
The primary responsibility of the Customer Solution Analyst is to support the continuous improvement of the North America Customer Service team, including our internal customers, domestic customers in Canada and USA plus international customers. Primary tasks include leading and supporting enhancements and general work orders with GBS and other IT partners, developing, maintaining, and analyzing reporting as it relates to the Customer Service team, and performing super user responsibilities such as testing and rolling out new enhancements and capabilities.
The Customer Solution Analyst will also document SOPs and lead and support process improvement initiatives with the Customer Service team. She/he will have significant ability to share and receive best practices with our order management partners around the globe. A perfect balance between business knowledge and analytic skills is a must have.
This role reports to the Manager, Customer Service Canada and International. This position will be located in our Florenceville-Bristol, NB office.
ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Develops/designs, maintains, and analyzes reporting
  • Weekly / Monthly / Ad Hoc
  • On Time Shipment (OTS)
  • Fill Rate
  • On time Full (OTF)
  • Project Lead for GBS Work Orders
  • Super User, supports the Customer Service team in resolving any system and process related breakdowns
  • Identifies, gathers and interprets relevant data to assist with root causes analysis and problem resolution
  • Develops and distributes Management Report Summaries to distribute to appropriate stakeholders
  • Provide analytical support for projects, new processes, and proposals
  • Support adhoc Data Mining and Reporting Requirements for Customer Service team
  • Train and support Customer Service team as it relates to the systems and reporting tools we use, including more advance office suite capabilities.
  • Provide periodic training to Customer Service team for report interpretation, process and system implementation and retraining as needed.

  • EDUCATION
    Must have: Undergraduate degree in Supply Chain, Information Systems, Business, or Finance, or equivalent experience.
    REQUIRED COMPETENCIES AND EXPERIENCE
  • Broad range of computer skills encompassing SAP, spreadsheet, and statistics applications
  • Must be proficient in Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint)
  • 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.
  • Strong communication skills
  • Understanding and exposure to SAP transactional research and error resolution
  • Familiar with Customer Service, Transportation, Warehouse, and Invoicing/Documentation concepts
  • Excellent leadership abilities, interpersonal and relationship management skills; strong team player.
  • Excellent written and verbal communication skills.
  • Demonstrated ability to successfully operate in a dynamic environment.
  • Ability to work with speed and accuracy while being detail-oriented.

  • PREFERRED BUT NOT REQUIRED COMPETENCIES AND EXPERIENCE
  • Project Management Skills
  • Continuous improvement/Lean experience and training

  • THE LOCATION
  • This role is located in our Florenceville-Bristol, NB office location. We have several McCain facilities in Florenceville: Office locations for Global function groups as well as North American Regional groups, two manufacturing plants, Global Information Technology Center, Potato Processing Technology Center, McCain Produce, McCain Fertilizer.
  • Florenceville is located along the banks of the beautiful Saint John River Valley.
  • It is also known as the French Fry Capital of the World and the founding place of McCain Foods.

  • WHY SHOULD YOU APPLY?
  • We are looking for driven individuals who have a bias for action and continuous improvement.
  • This is a great opportunity to further your career in Supply Chain.

  • Apply Now

    About McCain Foods

    At McCain Foods we know the importance that food plays in people's lives - the power it has to uplift and bring people, families, businesses and communities together. Guided by our purpose to bring enjoyment to people's lives through great tasting food, we believe that working together with our teams, business and community partners will bring sustainable growth and positive change - today, tomorrow and for generations to come. As a privately owned family company with over 60 years of experience, a presence in over 160 countries and a global team of 21,000 people, our values and culture are at the heart of everything we do. Our product quality, people and customer dedication help us achieve global sales in excess of CDN $9.5 billion. We are passionate about supporting and developing our people-providing opportunities to grow and learn in their roles, as well as building careers for the long term.

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