Customer Service Analyst

Position Title: Customer Service Analyst
Position Type: Regular - Full-Time
Grade: Grade 04
Requisition ID: 43932
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 Lead, Customer Service NA, the Customer Service Analyst is responsible for driving operational efficiency and service excellence through effective KPI management, customer service performance analysis, and continuous improvement initiatives. This role serves as a key point of contact for the Key Accounts Sales team, providing visibility into customer service performance, identifying opportunities for improvement, and helping to elevate the organization from reactive issue management to proactive decision-making.
The successful candidate will leverage data-driven insights, simplify ways of working, and partner across the North American Customer Service organization to drive best-in-class service performance. This role also serves as a Subject Matter Expert for Order Operations, supporting strategic initiatives and cross-functional collaboration.
What you'll be doing.

• Develop and maintain processes that track, monitor, and improve critical Customer Service KPIs across the North American organization.
• Serve as the Subject Matter Expert for customer service performance management, KPI reporting, and gap closure initiatives.
• Act as the primary customer service contact for the Key Accounts Sales team, providing visibility into performance trends and opportunities.
• Partner with Customer Service Representatives to improve KPI tracking, reporting accuracy, and operational execution.
• Identify and proactively manage order risks while developing a strong understanding of order fulfillment processes and customer requirements.
• Manage and maintain Customer Service scorecards, driving accountability and best-in-class performance standards.
• Analyze business processes and identify opportunities to eliminate manual work, simplify workflows, and improve consistency across the team.
• Leverage SAP, Power BI, and other systems to integrate data, generate insights, and support decision-making.
• Communicate effectively with cross-functional teams to resolve issues and improve customer outcomes.
• Support projects and collaborative initiatives focused on standardization, process improvement, and operational excellence across Customer Service and related functions.

What you'll need to be successful.

• Bachelor's degree required.
• 2-3 years of experience in Supply Chain, preferably within food manufacturing and/or Consumer Packaged Goods (CPG) environments.
• Strong proficiency in SAP and Microsoft applications, including Excel, PowerPoint, and Power BI.
• Experience with FourKites or similar supply chain visibility platforms is preferred.
• Strong analytical and data management skills with the ability to combine multiple data sources and translate insights into actionable recommendations.
• Demonstrated ability to develop KPI reporting, performance scorecards, and business performance tracking processes.
• Excellent problem-solving capabilities with a data-driven approach to continuous improvement.
• Strong verbal and written communication skills with the ability to collaborate effectively across functions and organizational levels.
• Proven ability to influence stakeholders and drive results in a cross-functional environment.
• Full fluency in English is required; French Canadian language skills are considered an asset.

About the team.
You will be part of the North American Customer Service organization, supporting customer service performance management and operational excellence initiatives. This role works closely with Customer Service Representatives, Key Accounts Sales, Supply Chain, and cross-functional partners to improve customer outcomes, drive KPI performance, and simplify ways of working across the organization.
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, you'll find opportunities to learn, grow, and thrive. Join us and experience why we're better together.
Our purpose is grounded in building meaningful relationships. We're big believers in the power of working together in person-it 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.
Compensation Package : $58,800.00 - $78,500.00 . USD 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 and training, and other organizational needs. This posting is for an existing vacancy.
Benefits: At McCain, we're on a mission to create a winning culture that puts employee safety and well-being at the heart of what we do, every day. We understand and appreciate that each person's needs are unique and ensure our benefits & well-being 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. Well-being programs include vacation and holidays, company-supported volunteering time, and mental health resources. Coverages are aligned with applicable law and can vary by work level, location, and nature of the role. Additional benefit detail 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. As a global family-owned company, we strive to be the employer of choice in the diverse communities around the world in which we live and work. We recognize that inclusion drives our creativity, resilience, and success and makes our business stronger. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, veteran status, disability, or any other protected characteristic under applicable law.
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 find appropriate solutions.
Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with McCain's Global Privacy Policy and Global Employee Privacy Policy , as applicable. McCain leverages AI in the hiring process, though all final decisions are made by humans. You can understand our approach to AI and how your personal information is being handled here .
Job Family: Supply Chain & Logistics
Location(s): US - United States of America : Illinois : Oakbrook Terrace
Company: McCain Foods USA, Inc.