Senior Customer Service Associate - Retail Sales/CPG Sales
About the role
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
About Cube Packaging Solutions
CuBE Packaging is a manufacturer of premium food containers used by grocers, restaurants, retailers and food producers in North America. Specializing in injection molded containers, Cube builds reusable containers that merchandise food beautifully at any temperature. From freezer to microwave to dishwasher, Cube's industry-leading reusable containers last the test of time and yield many branding opportunities. Customization options like colors, sizes, shapes, embossed lid designs and In-Mold Labels, allow brands to gain lasting exposure.
Microwavable | Leak Resistant | Dishwasher Safe | Freezer Safe | Stackable | Recyclable | Reusable | BPA Free | Durable | Ultra-clear Lid | HPP-ready | FDA & CFIA Approved | Food Safe
Senior Customer Service Associate - Retail Sales/CPG Sales
About the role
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
About Cube Packaging Solutions
CuBE Packaging is a manufacturer of premium food containers used by grocers, restaurants, retailers and food producers in North America. Specializing in injection molded containers, Cube builds reusable containers that merchandise food beautifully at any temperature. From freezer to microwave to dishwasher, Cube's industry-leading reusable containers last the test of time and yield many branding opportunities. Customization options like colors, sizes, shapes, embossed lid designs and In-Mold Labels, allow brands to gain lasting exposure.
Microwavable | Leak Resistant | Dishwasher Safe | Freezer Safe | Stackable | Recyclable | Reusable | BPA Free | Durable | Ultra-clear Lid | HPP-ready | FDA & CFIA Approved | Food Safe