International Customer Solutions Coordinator

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Position Title: International Customer Solutions Coordinator 

Position Type: Regular - Full-Time ​

Requisition ID: 41271 

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The International Customer Solutions Coordinator (ICSC) will focus on the Export of McCain products internationally from the point of receiving a customer order to the preparation of documentation required for importing the products at destination. They will communicate effectively with internal departments and external companies to execute requirements for a customer order to reach destination when and as requested. This job ensures customer satisfaction on all levels, with a focus on accuracy and timeliness. They will have a detailed knowledge of their territories, knowledge of customs and regulations that apply in different countries, special documentation requirements. 

The ICSC supports their assigned International 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.

Duties and Responsibilities

Management of export & import documentation and assist International Customer Solutions Specialist (ICSS) throughout the order to delivery cycle 

• 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.
• Ability to manage a high volume of emails on a diverse set of topics
• 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 

• 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
• 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

Ad Hoc Duties 

• Additional responsibilities as deemed necessary by the Global Supply Chain Management team
• Extended business hours, including holidays, and/or remote activity may be required as business needs dictate
• Minimal travel may be required

Requirements

• 2-3 years’ experience in a service-oriented role specifically logistics, exporting, and/or importing
• Must be proficient in Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint)
• 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

Compensation Package: $52,600.00 - $70,200.00 . CAD annually 

The above reflects the target compensation range for the position at the time of posting. Hiring compensation will be determined based on experience, skill set, education and training, and other organizational needs. This posting is for an existing vacancy. 

Benefits: At McCain, we’re on a mission to create a winning culture that puts employee safety and well-being at the heart of what we do, every day. We understand and appreciate that each person’s needs are unique and ensure our benefits & well-being programs reflect that. Employees are eligible for the following benefits: health coverage (medical, dental, vision, prescription drug), retirement savings benefits, and leave support including medical, family and bereavement. Well-being programs include vacation and holidays, company-supported volunteering time, and mental health resources. Coverages are aligned with country, provincial and state governing plans and can vary by work level, location and nature of the role. Additional benefit detail available during the application process.    

Your well-being matters to us, and we’re here to provide you with the necessary resources to support you in being your best self at work — and at home.

McCain Foods is an equal opportunity employer. As a global family-owned company, we strive to be the employer of choice in the diverse communities around the world in which we live and work. We recognize that inclusion drives our creativity, resilience, and success and makes our business stronger. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, veteran status, disability, or any other protected characteristic under applicable law.
 
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know, and we will work with you to find appropriate solutions.

Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with McCain’s Global Privacy Policy and Global Employee Privacy Policy, as applicable. McCain leverages AI in the hiring process, though all final decisions are made by humans. You can understand our approach to AI and how your personal information is being handled here. 

Job Family: Supply Chain & Logistics      
Location(s): CA - Canada : New Brunswick : Florenceville-Bristol

Company: McCain Foods (Canada)