Customer Service Analyst

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 drives 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 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.

Responsibilities

• 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.

Requirements

• 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.

Pay

Target compensation range: $58,800.00 - $78,500.00 USD annually, plus bonus eligibility. Hiring compensation will be determined based on experience, skill set, education, training, and other organizational needs.

Benefits

• Health coverage (medical, dental, vision, prescription drug).
• Retirement savings benefits.
• Leave support including medical, family, and bereavement.
• Well-being programs including 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.

Schedule

Most office-based roles follow a hybrid model, with the option to work remotely two days a week. Exceptions may apply depending on the role and location.