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.