Customer Support Operations

At McCormick we bring our passion for flavor to work each day We encourage growth respect everyone s contributions and do what s right for our business our people our communities and our planet Join us on our quest to make every meal and moment better Founded in Baltimore MD in 1889 in a room and a cellar by 25-year-old Willoughby McCormick with three employees McCormick is a global leader in flavour With over 14 000 employees around the world and more than 6 Billion in annual sales the Company manufactures markets and distributes spices seasoning mixes condiments and other flavourful products to the entire food industry retail outlets food manufactures food service businesses and consumers While our global headquarters are in the Baltimore Maryland USA area McCormick operates and serves customers from nearly 60 locations in 25 countries and 170 markets in Asia-Pacific China Europe Middle East and Africa and the Americas including North South and Central America with recognized brands At McCormick we have over a 100-year legacy based on our Power of People principle This principle fosters an unusually dedicated workforce requiring a culture of respect recognition inclusion and collaboration based on the highest ethical values Position Overview Primary Purpose This position is responsible for providing excellent customer service and order management while maintaining strong professional relationships with assigned customers sales and supply chain teams and external business partners The Senior Customer Service Analyst will be required to use analytical tools reports and partnerships to identify operational gaps and develop sustainable solutions to maximize internal and external efficiency and customer satisfaction Serves as process expert by providing valuable insight and expertise across departmental looking for standardizations and optimizations in CS business processes Key Responsibilities Receives enters and manages customer purchase orders from order receipt via shipment in cooperation with haulers and warehouses to order billing and registering customers complaints Prepares collects and archives shipping export documentation Manages portfolio that includes strategic customers as applicable Analyze customer and logistics data to include service performance scorecards number of orders frequency shipments and effective systems and periodic updates to monitor and advise Account Managers and CS Mgr on order status issues or outlook Manages customer and business partners queries and data answers question investigates and provides solutions processes master data and other requests Ensures customer satisfaction through prompt process reviews and proactive communication with existing customers to gauge satisfaction levels and resolve as needed Engages with assigned customers to identify opportunities and align with operations to maximize efficiency and identify win-win solutions Investigates and implements proactive methods for continuous improvement by collecting and running data analysis and proposing solid corrective and preventive action plans for maintaining and improving service reducing detention Undertakes other key cross-departmental initiatives Utilize analytical tools systems and data to report business KPI performance and identify and lead service improvements with assigned customer and CCI initiatives Leads project work and or serve as customer service representative on larger projects Runs meetings and prepares reports as a back up to their manager Serves as team s subject matter expert Provides and actively shares deep process knowledge expertise and provides insight to standardize and simplify processes Manages processes in adequate systems Required Qualifications Bachelor s Degree preferred in Customer Service Supply Chain Logistics Business or related field Bachelor s Degree preferred in Customer Service Supply Chain Logistics Business or related field Fluent English additional language s depending on the portfolio 2-5 years experience preferred in Customer Service Distribution Logistics Supply Chain or Continues Improvements Excellent interpersonal and relationship management skills Excellent communication both orally and in writing at all levels Able to proactively plan and prepare to deliver efficiently and avoid obstacles develops alternative solutions to improve outcomes evaluates and prioritizes work based on urgency and impact proactively addresses problems to solve issues Analytical skills intermediate Microsoft Office Excel Word independence in addressing and solving issues with internal and external customers experience with ERP systems Achieving results ability to manage multiple process steps and adapt to changing priorities Ability to identify and drive improvement opportunities for work processes process improvement mindset Practical knowledge of PI tools ERP systems SAP negotiations skills Dimension This function interacts daily with cross-functional peers and leaders across business units in organization Internally deals with Sales Technical Services Supply Chain Commercialization Business Demand Analysts QA Pricing Distribution Transportation Interact daily with multiple external customers carriers and other business partners Works with defined procedures and tasks providing service to customers and internal and external business partners Takes active role in proposing and suggesting process improvements Resolves difficult and complex problems rejections manufacturing shortages deliveries shipping issues to ensure customer satisfaction and adherence to company policies Identifies business issues and engages representatives cross functionally to solve them and implement sustainable solutions Sometimes evaluates options or exceptions under circumstances not covered by procedures This function has direct impact on business by ensuring management of the customer orders and other tasks being performed Regularly affects many functions but could at times affect the plant distribution centers quality sales teams McCormick Company is an equal opportunity affirmative action employer All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race colour religion national origin disability protected veteran status age or any other characteristic protected by law WHY WORK AT MCCORMICK United by flavor Driven by results As a McCormick employee you ll be empowered to focus on more than your individual responsibilities You ll have the opportunity to be part of something bigger than yourself to have a say in where the company is going and how it s growing Between our passion for flavor our 130-year history of leadership and integrity the competitive and comprehensive benefits we offer and our culture which is built on respect and opportunities for growth there are many reasons to join us at McCormick