Customer Service Analyst Ii

**CUSTOMER SERVICE ANALYST II (HYBRID)**:

- LONDON, ON, CA, N6A 4Z2

McCormick Canada continues its long track record of growth and is a respected leader in the spice, seasoning, flavouring and specialty food industry. Our consumer products division serves retail grocery customers and emerging channels with Club House, Billy Bee and McCormick products, while our Custom Flavour Solutions division serves food service distributors and other respected food manufacturers across Canada. McCormick Canada is part of the world leader in spice and seasonings, McCormick & Company Inc.

The Power of People is one of our five pillars. It has been the foundation for McCormick's success for decades. There is something inspiring about working at McCormick. We have created an unusually dedicated workforce by fostering a culture of respect, recognition, inclusion and collaboration based on the highest ethical values. Without our employees, our success is not possible. Our commitment to our customers, our consumers and our employees is unsurpassed.

**Position Overview**:
Under the direction of the Customer Service Manager, this position is responsible for ensuring execution of sales order fulfillment, developing and managing customer relationships, analyzing process defects, and creating and implementing improvement solutions to gain operational efficiencies.

**Responsibilities**:

- Conduct order management, including order entry and investigation/address of process defects associated with customer purchase order fulfillment.
- Monitor cross-functional operations to ensure timely delivery of McCormick product to customers.
- Ensure customer satisfaction through management of inquiries / complaints, tracking shipments, and proactively communicating with customers to gauge satisfaction with our service.
- Analyze customer and logistics data to include service performance, providing periodic updates to advise Account Managers and CS Manager on order status and service challenges.
- Develop and present continuous improvement ideas and supporting analysis internally and externally to improve service, maximize order management, obtain logistics efficiencies, manage cost and contribute to CCI savings initiatives.
- Utilize analytical tools, systems and data to report business KPI performance and identify and lead service improvements with assigned customer and CCI initiatives.

**Required Qualifications**:

- Bachelor’s Degree required, or in lieu of a degree, requires a minimum of 5 years of experience in Customer Relationship Management role (Customer Service, Transportation Logistics, Distribution, Materials Management or Supply Chain).
- Ability and demonstrated experience handling complex issues and analysis to resolve problems arising in a corporate business to business function, multi-function, or SAP interface environment.
- Ability to handle frequent changes on demand and to multi-function to manage multiple simultaneous challenges.
- Must demonstrate:

- Excellent written and verbal English communication skills.
- Diplomatic skills with the ability to persuade and influence across multiple levels and functions.
- Proficiency with Microsoft Office products.

**Preferred Qualifications**:

- Experience in Customer Service, Transportation, Distribution, Logistics, Materials Management or Supply Chain.
- SAP or ERP system experience strongly preferred
- APICS CPIM, CSCP SCOR-P certifications.

LI-NP2

Throughout the selection process, accommodations for applicants with disabilities are available upon request. Please notify H.R. if required.

**WHY WORK AT MCCORMICK?**:
United by flavor. Driven by results.

As a McCormick employee you’ll be empowered to focus on more than your individual responsibilities. You’ll have the opportunity to be part of something bigger than yourself—to have a say in where the company is going and how it’s growing.

Between our passion for flavor, our 130-year history of leadership and integrity, the competitive and comprehensive benefits we offer, and our culture, which is built on respect and opportunities for growth, there are many reasons to join us at McCormick.