POSITION SUMMARY:

The Senior Customer Service Associate – Retail Sales will serve as a key liaison between the company and Retail Customers, ensuring high-quality support across order management, customer relations, and internal coordination. This position requires strong knowledge of customer-facing systems, attention to detail, and the ability to manage high-volume CPG-style accounts and service portals

Responsibilities:

• Schedule customer shipments based on allocation reports, priority levels, and back orders.
• Process orders accurately through EDI and manual email submission systems.
• Manage all communication regarding order status, product availability, and delivery timelines.
• Update and maintain customer master data including contact info, ship-to details, and MOQ.
• Handle customer escalations, including returns, complaints, and pricing discrepancies.
• Serve as liaison between internal departments (Production, Shipping, Finance) and customers.
• Manage retail customer portals, including item set-up, contract uploads, and pricing updates.
• Provide weekly status reports on past-due, in-process, and future-dated orders.
• Monitor OTIF (On-Time In-Full) KPIs and collaborate with supply chain for root cause actions.
• Assist in onboarding new accounts and products, including coordination with QA and Sales.
• Act as backup lead for the Customer Service team in the absence of the department Manager.
• Ensure adherence to the Cube Management System (CMS) and company SOPs.
• Support continuous improvement initiatives related to service excellence and operational efficiency.
  

Education/Experience

• 5 years in a customer service or customer account management role within a manufacturing and/or CPG environment (preferably food service distribution or retail packaging).
• Previous experience managing large retail chain or distributor accounts (e.g., Walmart, Target, Loblaws, Sobeys) is an asset
• Knowledge in Microsoft Dynamics 365 (or equivalent ERP platform)
• Knowledge of EDI process and costumer retail portals
• Proficiency in Outlook and Excel
• Ability to manage multiple tasks with changing priorities
• Organized and strong attention to detail
• Clear concise written and oral communication
  

Standard Hours of Work

• Must be flexible and be able to rotate with Customer Service team members as required.