Senior Customer Service Associate

CuBE Packaging Solutions Inc.; Aurora; On-site; CAD 50,000 - 65,000; Full time

Job summary

A packaging solutions company is seeking a Senior Customer Service Associate - Retail Sales in York Region, Canada. The associate will manage customer shipments, handle communications, and ensure data accuracy and escalation resolution while working closely with internal departments. Candidates should have at least 5 years of experience in customer service/account management and strong knowledge of ERP systems like Microsoft Dynamics 365. This role requires flexibility and strong organizational skills.

Qualifications

• 5+ years in a customer service or account management role in a manufacturing/CPG environment.
• Experience managing accounts for large retail chains is a plus.
• Proficiency in handling customer inquiries and escalations.

Responsibilities

• Schedule shipments based on allocation and priority levels.
• Process orders through EDI and email systems.
• Update customer master data and manage escalations.

Skills

Attention to detail

Customer relations

Order management

Communication skills

Ability to manage multiple tasks

Education

5 years in customer service/account management

Knowledge in Microsoft Dynamics 365

Knowledge of EDI process

Tools

Microsoft Dynamics 365

EDI systems

Outlook

Excel

Job description

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