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Position Overview

This position has responsibility for the effective management of the day-to-day work of the domestic or export Customer Service Analyst team, to ensure the delivery a high-quality service level to all McCormick customers.
Responsibilities include managing, executing and administering the strategy and operations for the Customer Service Organization and for the business unit, as well as driving efficient practices to optimize and streamline processes, and monitor/measure activity to ensure customer service levels are meeting business unit objectives. This role links to business partners, operational execution, and overall order management to a specific portfolio of customers. Managing, leading and developing the Customer Service Team. Ensure policies and procedures are being correctly followed and applied. Maintaining relations with customers, both internal and external

 

Key Responsibilities

 

•    Manage order management activities to ensure the execution of business unit and/or specific service levels. Maintains metrics and executes reporting to ensure consistent performance attainment. Acting as effective backup for team members, as and when required. Supporting the team with workload management. Maintain rapport with internal and external customers, identify potential problems as they develop and solve through interaction with other departments.

 

•    Recommend, develop and implement programs and procedures governing the way customer service activities will be conducted. Provide ongoing process improvement and project support, identify and communicate potential solutions to the anticipated risks and suggest potential responses, actions and resources required that might mitigate these risks or otherwise prepare the organization for the impact. Ensure continuous improvement initiative by continually suggesting adjustments/changes in existing procedures and processes to optimize efficiencies effecting order processing to improve value added services to customers, sales and the CS personnel

 

•    Provide leadership, support and training to develop domestic/export customer service personnel to maintain high level customer service. Leading performance reviews and development discussions with direct reports, including setting goals and appraisals.

 

•    Contributes toward setting annual goals and strategic planning to achieve departmental and functional goals that are aligned with business partner objectives.

 

•    Act as key liasion between Customer Service team, Customer Service Manager, Sales/business unit and internal McCormick Operations (Supply Chain, Transportation, Quality, Global Enablement)

 

Required Qualification & Experience

 

Bachelor's Degree in Business, Supply Chain or related 3 years experience in lieu of.Minimum 3-5 years business experience required. Experience in Customer Service, Supply Chain or Export preferred. Knowledge of Manufacturing processes, inventory management, warehouse and distribution. Ability to work with internal and external customers to resolve issues and achieve positive outcomes. Effective communication skills that allow for collaboration with business partners.

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