Manager Customer Solutions

​​

 

 

Position Title: Manager Customer Solutions

Position Type: Regular - Full-Time ​

Position Location: Oakbrook Terrace 

Grade: Grade 06 

Requisition ID: 27908 

 

 

​

Position Summary:

 

• The primary responsibility of the Manager, Customer Solutions is to drive the evolution from Customer Service to Customer Centric Supply Chain by integrating the voice of the Customer into our processes and driving Supply Chain collaboration with Strategic Customers.
• The manager will lead and direct a small customer solutions team to cultivate strategic Customer relationships/partnerships that fosters joint value creation in consideration of Customer and McCain Supply Chain/Commercial strategies and priorities.
• The role requires a Customer Centric holistic approach of the McCain client relationship that will support continued business development and provide specific insights to drive efficiencies, minimize waste and complexities in the O2C process. 
• The scope includes building cross functional collaborative relationships with McCain Commercial partners, Customer Solutions Order Fulfillment and McCain NA Supply Chain teams, as well as the various touch points within the NA McCain Supply Chain Network.

 

Responsibilities and Accountabilities:

Lead a Customer Solutions team with a strong emphasis on implementing & executing Best in Class process standards:

• Accountable to optimize Supply Chain Joint Business Planning/Customer Roadmap that will drive strategic Customer partnerships while acting as the key counterpart to the Sales Lead.
• Responsible to enhance market competitiveness by supporting joint value creation with the Customer that will differentiate the McCain Customer experience and create a competitive edge.  

            o    Delivered through a combination of cross functional team collaboration and joint business planning with commercial partners while aligning to shared key strategic opportunities.  

• Develop, monitor and report KPI department and customer specific scorecards.

            o    Incorporate observations of performance monitoring into reports and provide actionable insights for management.
            o    Identify root cause of service level gaps and implement timely solutions.
            o    Proactively addressing supply chain issues impacting customer orders.

• Initiating customer solutions productivity efforts:

            o    Eliminating inefficiencies within the order management function related to customer service Standard Operating Procedures & Processes (SOP’s).
            o    Eliminating inefficiencies within the order management function related to McCain Customer Policy Compliance.
            o    Execute opportunities for automation to remove time waste.

• Leading the development of customer supply chain action plans to:

            o    Discover and leverage new customer service technologies and capabilities.
            o    Drive system automation of processes to increase touchless orders. 

• Engages with cross-functional teams supporting supply chain process improvement projects.
• Nurtures a culture of continuous improvement within the ISC teams.
• Support McCain’s vision through the development of the capabilities, capacities and strategies within the Customer Solutions organization.
• Successful demonstration managing multiple requests at one time, while meeting (or exceeding) stakeholder expectations.
• Be a role model for McCain Foods Leadership Principles.
• Demonstrated success attracting / retaining talent. Ability to coach others to improve effectiveness in identifying, gathering and interpreting relevant data supporting root cause analysis and problem resolution.
• Proven ability to coach, mentor and hold others accountable.

 

Requirements:  
Academic:

• Bachelor’s Degree (Logistics / Business / Supply Chain) 

 

Related Work Experience (Internal to the organization or external): 

• Minimum of three to five years of successful people leadership experience in a Customer Solutions and Supply Chain related role required.
• Experience in frozen food manufacturing & distribution industry preferred.
• Operating knowledge of SAP.
• Highly proficient in MS Excel, PowerPoint, Power BI and BluJay TMS.
• Demonstrated ability to solve complex problems, through the use of complimentary planning tools.
• Proven people leadership to include leveraging of talent development tools / processes that ensures competent bench strength and talent pipeline.
• Initiate open and candid coaching conversations at all levels.