Senior Customer Service Associate - Retail Sales/CPG Sales

CuBE PACKAGING INC; Aurora; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading company in retail packaging is seeking a Senior Customer Service Associate to ensure exceptional service to retail customers. The role includes managing order processes, facilitating communication among internal teams, and monitoring performance metrics. Ideal candidates will have substantial experience in customer service, particularly in the CPG space, and are well-versed in handling large retail accounts.

Qualifications

• 5 years in customer service or account management required.
• Experience managing retail chain accounts is an asset.
• Knowledge of EDI and proficiency in Outlook and Excel necessary.

Responsibilities

• Schedule shipments and manage communications regarding orders.
• Handle customer escalations and maintain master data.
• Support onboarding of new accounts and improve service processes.

Skills

Customer service

Detail-oriented

Organizational skills

Communication

Task management

Education

5 years in customer service or customer account management

Experience with CPG environment (preferably food service or retail packaging)

Knowledge in Microsoft Dynamics 365

Tools

Microsoft Dynamics 365

EDI systems

Microsoft Outlook

Microsoft 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.