Customer Service Lead

Position Title: Customer Service Lead
Position Type: Regular - Full-Time
Grade: Grade 05
Requisition ID: 43931
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 you'll be doing.
Lead a team of 2-3 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 McCain's broader organizational objectives.
• Needs Identification: Proactively identify critical needs of customers and internal partners, engaging cross-functional teams to ensure McCain's operational capabilities meet and exceed requirements. Develop a deep understanding of McCain's 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 McCain's 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 (SOP's) are followed, McCain's 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.

What you'll need to be successful.

• Bachelor's degree required.
• 3-5 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 2-3 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, 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 : $81,600.00 - $108,900.00 . 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.