Customer Service Analyst

Hiram Walker & Sons Limited; Windsor; Hybrid; CAD 69,000 - 87,000; Full time

Job summary

Corby Spirit and Wine Limited and Hiram Walker & Sons Ltd. invite applications for a Customer Service Analyst. The role centers on order management, claims resolution, and delivering exceptional customer experiences within a hybrid work setting.

You will support distributors, manage data quality, and collaborate across Supply Chain, Finance, and Sales to drive process improvements and ensure accurate, timely information flow.

Qualifications

• Undergraduate degree in Business, Logistics or Supply Chain, Finance, Business Analytics or related field preferred.
• 3–5 years of experience in customer service, order management, logistics, or supply chain roles, preferably in beverage or consumer goods.
• Experience with ERP systems including JDE and SAP; strong MS Office experience (Excel, Outlook).
• Strong analytical, problem-solving, and communication skills.

Responsibilities

• Order & Claims Management: process orders, adjust for stock, manage returns and credits.
• Order & Systems Support: verify daily transmissions, onboarding of new EDI setups, provide reporting.
• Customer & Stakeholder Communication: act as main contact for accounts, align with S&OP, Finance, Marketing.
• Process & Data Improvement: identify and implement workflow and system improvements.

Skills

Customer service mindset

Analytical thinking

Communication skills

Education

Undergraduate degree in Business/Logistics/Finance/Analytics

Tools

Power BI

JD Edwards (JDE)

SAP

Excel

Outlook

Job description

Company Overview

Join Corby Spirit and Wine Limited and Hiram Walker & Sons Ltd.,: Where Moments Matter At Corby and Hiram Walker, we’re more than a company - we’re curators of unforgettable moments. Our portfolio boasts some of Canada’s most iconic and award-winning brands, including J.P. Wiser’s, Lot No. 40, Pike Creek, and Gooderham & Worts Canadian whiskies, Polar Ice vodka, Lamb’s rum, Ungava gin, McGuinness and Cabot Trail liqueurs, Ace Beverage Group’s Cottage Springs, Cabana Coast, Liberty Village, and Good Vines, and Foreign Affair wines. But that’s just the beginning. Through its affiliation with Pernod Ricard, Corby represents leading international brands such as ABSOLUT® Vodka, Jameson® Irish Whiskey, Malibu®, Kahlúa® Liqueur, The Glenlivet®, Beefeater and Malfy Gins, a leading portfolio of American whiskey brands including Jefferson’s, Rabbit Hole, and Skrewball™ whiskey., and Perrier-Jouët and Mumm champagnes, – making our portfolio the most comprehensive in the market.

Why Choose Us

Igniting Conviviality: Derived from the French word “convivialité,” our ethos centres on human connection, authenticity, and friendliness. We create moments that matter, starting with how we work together. Progressive Opportunities: Fuel your ambition with outstanding career prospects and rewards. Whether you’re a seasoned professional or just starting your journey, we’re invested in your growth. Guided by our 4 core values: (1) grounded in the real; (2) fiercely authentic; (3) passion for challenge; and (4) connected beyond borders; we are team players, dream makers, trailblazers, movers and (cocktail) shakers. We have a passion for living life to the fullest, making new friends every day, and realizing our potential as people and as a business!

Salary

The salary range for this role is $69,400.00 to $86,700.00. Base salaries are determined during our interview process, by assessing a candidate’s experience, skills against internal peers and against the scope and responsibilities of the position.

Position Summary

The Customer Service Analyst is a key member of the Customer Service and Supply Chain Teams, serving as the single point-of-contact for distributors and driving excellence in order management, claims resolution, and customer experience. The CSA role combines strong customer service and order fulfillment expertise with advanced digital and analytical capabilities. This role requires individuals who are extremely consumer-centric, highly organized, and digitally fluent, able to process orders and resolve discrepancies while also ensuring accuracy and supporting continuous process improvement. The CSA must be comfortable working autonomously in a fast-paced, deadline-driven environment while proactively identifying opportunities to streamline workflows and improve system reliability.

Major Responsibilities and Accountabilities

• Order & Claims Management Receive and process customer orders within lead times, ensuring accuracy and compliance with criteria. Input orders, make order adjustments due to stock availability or customer requests, and monitor order progress. Use strong problem-solving skills to process claims, execute credits/debits, and manage returns for faulty stock, canceled orders, or shipment discrepancies. Process adjustments for unsaleable merchandise and transfer of inventory between distributors.
• Order & Systems Support Manage and verify daily order transmissions, ensuring data integrity (e.g., SCC codes, pricing, allocations). Monitor, log, and troubleshoot order variances; elevate to IT or internal teams as necessary. Support the onboarding and testing of new customer EDI setups. Provide reporting and insights related to order quality, transmission accuracy, and claims activity.
• Customer & Stakeholder Communication Act as the center-point of communication for assigned accounts, ensuring that all order, claims, and quality-related issues are tracked, reported, and resolved in a timely manner. Provide commercial support by serving as a revenue-driven partner to S&OP, Commercial, Marketing, and Finance teams, ensuring alignment between customer needs and business priorities. Consolidate and route complaints and quality issues to the appropriate internal group while keeping customers updated on resolution status. Collaborate with internal teams (Supply Planning, Logistics, Tech, S&OP, Finance) to ensure transparency, accuracy, and speed of information flow. Build and maintain strong external distributor relationships through clear, proactive, and professional communication.
• Process & Data Improvement Actively participate in continuous improvement initiatives to simplify processes, reduce manual touches, improve efficiencies, and enhance system utilization. Identify and recommend enhancements to order management, EDI workflows, and claims processes. Maintain accurate and timely updates to the customer database and order history.

Key Competencies & Qualifications

• Education: Undergraduate degree in Business, Logistics or Supply Chain, Finance, Business Analytics or related field preferred.
• Experience / Qualification: 3–5 years of experience in customer service, order management, logistics, or supply chain roles, preferably in the beverage or consumer goods industry.
• PBI & Power Apps Experience working in ERP systems including JDE and/or SAP
• Previous experience dealing with chains
• Experience with order processing required, EDI order management and troubleshooting ideal.
• Proven ability to deliver accurate results under tight deadlines in a fast-paced environment.
• Exceptional analytical, problem-solving, and critical thinking skills, with strong attention to detail.
• Digitally savvy, with advanced MS Word, MS Excel and MS Outlook skills required; experience with JD Edwards E1, Power BI, Hubble, MS Advanced skills across all MS platforms
• Excellent organizational and time-management skills, able to prioritize effectively and ask for help if you’re overwhelmed.
• Customer-centric mindset with strong communication skills (both verbal and written).
• Self-starter, capable of working independently while thriving in a collaborative, team-based environment.
• Continuous improvement orientation, with the ability to challenge the status quo and contribute to process and system enhancements.

Working Conditions & Travel

Hybrid (3 days in-office per week required). Minimal travel required (<5%).

Job Posting End Date

Job Posting End Date: Target Hire Date: 2027-01-01

Culture and Values

When you join Corby and Hiram Walker, you’ll experience a workplace that is rich in heritage, driven by our iconic brands and a long-standing commitment to sustainability, safety, and giving back to the people and communities where we work. We know that happiness at work starts with that feeling of belonging you get from an inclusive culture where being uniquely you is celebrated. Our values are lived, they drive our behaviors, and it’s what brings our culture to life.

Work Philosophy

Our work philosophy celebrates the magic of human connection with the flexibility needed to provide one's most meaningful contribution.

Flexible Work Policy

We offer a flexible work policy, with most of our positions offering a hybrid option with flexibility to work remotely 2 days a week. As a global employer, we understand that not everyone’s working hours are the same, and we empower our employees to work the hours that make the most sense for them and their team’s schedules.

Benefits and Perks

We offer employees great benefits and perks to toast to a life filled with support. Check out PRCanadaBenefits.com for details.

Diversity, Inclusion and Equal Opportunities

At Corby and Hiram Walker, we’re committed to fostering a workplace that reflects the diversity of the communities we serve.

We welcome applications from all qualified individuals.

We will ensure that persons with disabilities are provided reasonable accommodations for the hiring process.

To request reasonable accommodation during the any phase of the recruitment process or want to review our accommodation policies, please reach out to our Human Resources Department at [e-mail].

Employer Overview

Pernod Ricard is a worldwide leader in the spirits and champagne industry, blending traditional craftsmanship, state-of-the-art brand development, and global distribution technologies. Our prestigious portfolio of premium to luxury brands includes Absolut vodka, Ricard pastis, Ballantine’s, Chivas Regal, Royal Salute, and The Glenlivet Scotch whiskies, Jameson Irish whiskey, Martell cognac, Havana Club rum, Beefeater gin, Malibu liqueur and Mumm and Perrier-Jouët champagnes. Our mission is to ensure the long-term growth of our brands with full respect for people and the environment, while empowering our employees around the world to be ambassadors of our purposeful, inclusive and responsible culture of authentic conviviality. Pernod Ricard’s consolidated sales amounted to € 10,959 million in fiscal year FY25. Pernod Ricard is listed on Euronext (Ticker: RI; ISIN Code: FR0000120693) and is part of the CAC 40 index.