Intl Customer Solution Coordinator

5 months ago

FlorencevilleBristol, Canada McCain Foods (Canada) Full time

**Position Title**:Intl Customer Solution Coordinator

**Position Type**: Regular - Full-Time

**Position Location**: Florenceville Main

**Grade**: Grade 03

**Requisition ID**: 30116

For us, for family

We know the importance that food plays in people's lives - the power it has to bring people, families and communities together. Our purpose is to bring enjoyment to people’s lives through great tasting food, in a way that reflects our values.

The ICSC supports their assigned Int’l Customer Solutions Specialist (ICSS) by coordinating, executing and dispatching the documentation. They will be trained to support the ICSS in all aspects of the order process for day-to-day order processing, tracking, customer enquiries, export documentation, logistics issues resolution and support of the credit and deductions process. They are responsible for the timeliness and accuracy of their documents.

The ICSC are responsible for looking for ways to improve the processes used by the International Customer Solutions team with regards to documentation.

**How You’ll Add Value**:
Management of export & import documentation and assist Int’l Customer Solutions Specialist (ICSS) throughout the order to delivery cycle (Time Alllocation: 80%)
- Exhibit integrity and professionalism in working with their customers, co-workers, and other departments. The growth and development opportunity for this individual is great, as the responsibilities are very broad.
- Overall responsibility for the timeliness, accuracy and appropriate escalation of issues with the export & import documentation.
- Preparing international shipping documents such as bills of lading, packing lists, insurance certificates, health documents and invoices
- Ensure that export and import documentation is managed correctly, including filing forms with federal agencies, safety food agencies etc.
- Keeping track of documents to ensure that they arrive on time at their destination
- Coordinating with other departments within the company to ensure that import/export documentation is completed properly.
- Support the ICSS to process orders and coordinating logistics, predominantly in the ICSS’s absence.
- Support the ICSS in all aspects of customer profile, can including Master Data criteria and current customer conditions.
- Respond to customer enquiries timely. Develop and maintain strong relationships with customers to improve the overall experience with McCain
- Constant communication with regional sales leads to inform of, and ensure compliance to McCain policies and procedures in the areas of export & import documentation
- Order tracking - utilize carrier/freight forwarder websites, and/or SAP and Power BI for order tracing and tracking purposes to provide customers current information about the current status of their order
- Support assigned Specialist in all aspects of Supply Chain activities that are involved in the Order to Delivery process, including inventory allocation, logistics planning and warehouse/loading instructions
- Facilitate/liaison with customer and other McCain departments to address order claims related to over/short/damage, goodwill and credit hold/new customer account situations
- Provide reporting and required backup for monthly and year end audit processes (internal and external)

Drive process improvements (Time Allocation 20%)
- Always looking for ways to improve the processes used by the International Customer Support team as it relates to documentation.
- Participate in cross functional teams to resolve customer issues or supply chain inefficiencies
- Analyze trend and exception reports to make recommendations and implement changes to close gaps identified
- Coordinate and monitor progress against special projects

Exceptions only
- Perform various activities related to the North American Special Situation Management protocol (i.e. Product withdrawal or recall activities)
- This can include, but not limited to, the following: distributing communications, contacting customers, answering questions, conducting effectiveness checks, managing/reconciling inventory and updating records
- Coordinate requests, follow up and reporting related to “Certificate of destruction” for product in customer possession

**About You**:

- Bachelor’s Degree and/or Equivalent combination of qualifications and experience.
2-3 years’ experience in a service-oriented role specifically logistics, exporting, and/or importing
- Proven analytical and problem-solving skills are required, as well as excellent attention to accuracy and detail
- Experience with SAP Order To Cash systems
- Experience with Microsoft Power BI
French/Spanish language skills would be considered an asset
- Highly Self-motivated, independent thinker, project a professional image and interact effectively with all levels and functions within the organization
- Problem-solving: As International Customer Solutions Coordinator, you will be responsible for ensuring that product

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