Customer Service Analyst

Position Title: Customer Service Analyst
Position Type: Regular - Full-Time
Requisition ID: 41538
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 22,000 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 more than CDN $10 billion. Through our investment and innovation, we continue to be a global leader in prepared potato products, including our famous French Fries and appetizers.
SUMMARY:
Reporting to the North American Director of Customer Service the Customer Service Analyst will have the critical responsibility to support customer satisfaction initiatives while transforming and elevating our Technology, and Ways of Working across the North American region.
The successful candidate will drive our continuous improvement initiatives that enhance McCain Foods competitiveness and ensure that we make doing business with McCain easy.
Leveraging data analytics to provide insights and guide decisions is essential. Candidates must also possess superb analytical capabilities, outstanding business insight, and excellent verbal and written communication skills. The ability to work independently within broad guidelines, function effectively under time constraints, with changing priorities and work on several initiatives simultaneously is a necessity.
This individual will collaborate with our Sales Operations, Customer Facing Supply Chain, E2E Network Operations, Supply Chain Excellence teams. This position will play a critical role during our S4 Hana upgrade in support of the creation of a robust roadmap and functionality requirements to maximize the value of this solution for Supply Chain.
ESSENTIAL DUTIES & RESPONSIBILITIES:

• Operational Excellence: Support strategies to enhance operational efficiency in key areas such as Order Management, Fulfillment, Customer Self Service Tools & Visibility, Operational Alignment & Execution, Allocation & ATP Management
• Continuous Improvement: Drive continuous improvement initiatives that support improved efficiency of our customer order processing improving the ease of working with McCain.
• Support the Customer Service team to identify efficiency/savings opportunities through SAP and other connected systems.
• Future Focused: Partner with the NA Supply Chain cross-functional teams to support the development and implementation strategy for modernizing the Supply Chain Order Management Platform. (SAP S4 Hana)

• Super User, supporting the NA 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
• Provide analytical support for projects, new processes, and proposals.

• Support Ad hoc Data Mining and Reporting Requirements for Customer Service team.
• Creation of appropriate Order Management Standard Operation Procedure documents.
• Provides testing support for multiple Supply Chain team departments.
• Supports SAP troubleshooting
• Train and support NA Customer Service team as it relates to processes, systems, reporting tools, report interpretation, including more advanced office suite capabilities.

KEY QUALIFICATION & EXPERIENCES:

• Experience: 3+ years of progressive experience in Supply Chain with Food and/or related CPG industry exposure.
• Proven track record of driving operational excellence and achieving results.
• Communication Skills: Strong verbal and written communication skills, with the ability to articulate complex concepts and strategies clearly.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to use data-driven insights to make informed decisions and drive improvements.
• Demonstrated ability to develop and implement strategic initiatives that drive operational efficiency and customer satisfaction.
• Excellent interpersonal and relationship-building skills, with the ability to collaborate effectively across different functions and levels of the organization.
• Strong SAP competencies include exposure to transactional research and error resolution.
• Highly proficient in Microsoft Office Suite Software Programs, Power BI and E2Open, PowerBI
• Education: Bachelor's Degree.
• Language: English fluency. French Canadian a plus.

Compensation Package : $58,800.00 - $78,500.00 . CAD 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 country, provincial and state governing plans 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): CA - Canada : Ontario : Toronto
Company: McCain Foods (Canada)