Position Summary Reporting to Manager, Customer Claims is responsible for investigating customer claims and deductions to drive to the root cause, propose corrective actions and prepare backups for claim disputes. In collaboration with Customer Supply Chain, Finance, Sales, and Logistics this role plays a pivotal part in day-to-day claims process working towards overall reduction of noncompliance fines by determining and addressing root cause issues. Customer Claims Analysts ensure all customer claims are resolved in a timely matter, gather required supporting documents to file claim disputes, and monitors claim status.

This position is being offered on a 14‑month contract term. Key Accountabilities

• Monitor key KPIs—on-account balances, in-process dollars, and in-process days—to drive performance improvements while enhancing the overall customer experience.
• Support reduction of claims with improved recovery, root cause analysis and overall customer experience.
• Help prepare reports for weekly meetings with the customers and internal stakeholders to identify areas of opportunity and provide recommendations. Internally, you will support communication with key stakeholders to call out exceptions in OTIF, flag risks, and provide actionable recommendations and be proactive with service issues.
• Own the investigation process of claims, ensure proper back us are filed and in alignment with customer noncompliance manuals.
• Leverage internal tools as well as customer portals to action all OTIF claims as soon as they happen.
• Work internally at Sofina with cross-functional teams to root cause frequent OTIF issues and minimize re-occurrence. Track and measure.
• Maintain database of customer specific OTIF requirements.
• Provide training and support to customer supply chain specialists to ensure proper investigation process, credit issuance and usage of new tools (Claims portal, customer trackers)

Requirements

• Degree in a Business Discipline and minimum of 1-3 years of relevant experience
• Understanding CPG Environment
• Strong skill in MS Office applications (Access, Word, PowerPoint, Excel, Outlook) and the Internet
• Excellent verbal and written communication skills.
• Strong analytical and negotiations skills

Hiring Range: CAD $56,523 -$75,458

Please note that the expected hiring range provided is derived from a group of like roles within Sofina. The final offer amount for this role will be dependent on geographical region, applicable experience, skillset of the candidate and internal equity.

This position is currently an active vacancy.

Sofina Foods Inc. is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.