Customer Service Lead

Reporting to the North American Director of Customer Service, this role drives efficiency across the Order-to-Cash cycle and builds strong customer partnerships to support a fully integrated, end-to-end supply chain. The position enhances customer value and service delivery through data-driven decision making, process optimization, and cross-functional collaboration. As a people leader, you will manage a team of Customer Service Representatives while serving as the Subject Matter Expert for Order Operations and supporting strategic initiatives.

Responsibilities

• Lead a team of 2–3 Customer Service Representatives supporting Balance of Region / Tier 4 business accounts, emphasizing best-in-class process standards.
• Leadership: Build and lead a team committed to delivering exceptional customer experience and operational excellence. Foster a culture of open communication, accountability, and continuous improvement. Develop team members' technical and interpersonal capabilities.
• Strategic Alignment: Collaborate with Customer-Facing, E2E, Logistics, and Sales teams to align customer strategies with McCain's broader organizational objectives.
• Needs Identification: Proactively identify critical needs of customers and internal partners, engaging cross-functional teams to ensure operational capabilities meet and exceed requirements. Develop a deep understanding of McCain's order fulfillment processes and how they support customers' Procure-to-Pay workflows.
• Operational Excellence: Design and implement strategies to enhance efficiency across Order Management, Fulfillment, Customer Self-Service Tools, Allocation, and 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 SOPs and McCain’s Customer Compliance Policies are followed. Identify and remedy root cause issues. Implement new customer service technologies to drive system automation and 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: Serve as the single point of contact for your customer portfolio, managing orders through the fulfillment process in SAP. Manage escalations for complaints and disputes, resolving issues to ensure maximum customer satisfaction.
• Problem Solving: Handle and resolve escalations for complaints and disputes to ensure 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 operations.
• Project/Cross-Collaboration: Work with cross-functional teams and internal Customer Service teams to drive new ways of working and standardization.

Requirements

• 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.

Pay

Target compensation range: $81,600.00 - $108,900.00 USD annually + bonus eligibility. Hiring compensation will be determined based on experience, skill set, education, 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.

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.