Position Title: Customer Solution Specialist

Position Type: Regular – Full-Time ​

Position Location: Oakbrook Terrace 

Grade: Grade 03 

Requisition ID: 9285 



Position Summary:

This position focuses on the overall management of the customer order and account experience.  It is accountable for day-to-day order processing, tracking, customer enquiries, logistics issues resolution and support of the credit and deductions process.  It will act as the face to the customer in all aspects of the supply chain. The Customer Solution Specialist will communicate effectively at all levels of the organization and will be able to negotiate order policy requirements with internal and external customers.  (S)he will analyze trend and exception reports to make recommendations and implement changes to close identified gaps.  The Specialist will work closely with their commercial sales team to enhance the customer experience with McCain.  They will lead account discussion with McCain Sales and Brokers, as well as Buyers, Category Managers, Procurement Directors and sometimes VPs at our customers.


Management of customer orders throughout the order to delivery cycle.

• Report/Review/Close Gaps in customer level metrics to improve:

o Maximize Case Fill Rates

 Discover rescue sourcing options

 Matching Stock Transfer Orders (STO) to Customer Orders.

 Allocations of inventory when necessary

o Drive Order Policy Compliance

 Pallet ordering

 Order lead time

 CPU/Delivery compliance

 Shipment Minimum quantities

• Provide exemplary customer service in attitude and aptitude to all internal and external customers

• Maintain assigned customer profile, including Master Data criteria and current customer conditions.

• Process/review customer orders and all order changes

• Respond promptly and accurately to all customer enquiries.  Develop and maintain strong relationships in order to improve the overall experience with McCain

• Order tracking – expertly navigate SAP, carrier websites and customer portals for order tracking and tracing purposes to provide customers current information about the current status of their order

• Coordinate customer pick-ups (CPU) with assigned warehouse.  Maintain CPU agreements with customers; ensure approved detention fees and layover fees are documented and communicated to Deductions team.

• Address order claims related to over/short/damage.

• Monitor credit worthiness of assigned customers, especially new customers.

• Effectively back-up other Customer Solution Specialist/Coordinator partners in order to maintain full coverage.

• Provide reporting and required backup for monthly and yearend audit processes (internal and external)

• Lead or participate in senior level customer meetings.

• Lead process and training in the CS department on assigned areas of expertise.

• Negotiate solutions with customers, sales, broker that are in the best interest of both McCain and Customer

• Manage costs to serve, driving customer activities to reduce supply chain costs.

• Will handle medium to large  size account(s), with a high degree of complexity and sensitivity

Drive process improvements.

• Lead/coordinate cross functional teams to resolve customer issues or supply chain inefficiencies.

• Lead process improvement activities within CS department.

• Analyze overall trend and exception reports to make recommendations and implement changes to close gaps identified.

• Lead assigned project work within the CS group.

• Lead customer service representation on large supply chain initiatives. 

Perform various activities related to the North American Special Situation Management protocol (i.e. Product withdrawal or recall activities)

• Distributing formal communications.

• Directly contacting customers.

• Fielding customer questions.

• Managing/reconciling customer inventory and updating records.

• Coordinate requests, follow up and reporting related to “Certificate of Destruction” for product in customer possession.



• Must have:

o Bachelor’s Degree (preferred: Logistics / Business / Supply Chain)

o Must be proficient in Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint)

• Nice to have:

o Experience with SAP Order To Cash systems

o 3-4  years Customer Service experience


McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace.  As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger. 


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 meet your needs.


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Job Family: Supply Chain & Logistics      
Division: NA Supply Chain 
Department: ​Customer Solutions US National Accounts ​
Location(s): US – United States of America : Illinois : Oakbrook Terrace 

Company: McCain Foods USA, Inc. 

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