Cott Beverages Canada Customer Support Analyst Contract in Mississauga, ON

Cott Beverages Canada

Branch Mississauga ON CA

Customer Support Analyst
Mississauga, ON

The Customer Support Analyst is a key member that will be responsible for providing world-class service to internal and external customers by timely order…

Summary Description:
The Customer Support Analyst is a key member that will be responsible for providing world-class service to internal and external customers by timely order processing and customer claims management. In addition the successful candidate will proactively address service issues and customer concerns, in effort to be a valued solutions partner.

*** Includes a Contract Completion Bonus ***

Key Accountabilities:
The following are essential duties and responsibilities for this position:

  • Responsible for timely and accurate order management
  • Perform daily audit of open orders, including research and resolution of scheduled orders still open from previous day, in addition to orders to be released from credit hold status
  • Schedule dock appointments and maintain appointments within scheduling application
  • Coordinate with CSM, Account Manager, Production Planner, SCM, Production Manager to ensure that additional product requirements received from customer contacts are communicated
  • Collaborate with Product Supply to determine whether substitutions/order date changes are required for order fulfillment based upon projected shortages as compared to planned production/scheduled transfers
  • Identify customer order practices that are inconsistent with Cott’s service level agreement; work with Account Team and Customer to resolve issues and identify process improvements
  • Responsible for review and maintenance of EDI files/CMIR Work Center to ensure that EDI errors are corrected and customer files are updated to include new items; communicate data revisions to NADA via the Change Management System (CMS)
  • Communicate changes in customer service requirements to Account Team, Product Supply Team, and Accounts Receivable
  • Provide A/R with invoice management assistance to resolve short/over payments and claims; communicate issue, root cause, and resolution to internal and external customers in a timely manner
  • Manage returns, damage claims, and consumer complaints; communicate cause and resolution to affected/responsible business partners, assign action items to appropriate personnel, and ensure approval is obtained
  • Complete KPI late shipment reason codes daily for previous day’s shipments and, when prompted for KPI reason code, ensure root cause has been determined – both of which ensure accuracy and completeness of KPI reporting
  • Establish and maintain good working relationships with Customer DC personnel to promote timely issues resolution
  • Adhere to standard operating procedures for the manner in which Cott services the customer


  • Proficient in SAP, Excel, Word and Power Point
  • Excellent interpersonal and communication skills, verbal and written
  • Organized and detail orientated, adaptable to change
  • Ability to prioritize, work independently, multitask and work in a time sensitive environment

Education and Experience:

  • University or college degree in related field
  • 3-5 years’ experience in a customer service environment preferred
  • Consumer Package Goods Industry experience and knowledge desirable
  • Six Sigma certification is an asset

Job Type: Contract

Required experience:

  • Relevant University or College Education: 3 years

Required license or certification:

  • SAP Proficiency

or proceed with Standard Application Form.

Employment Type: Freelance
Location: Mississauga, ON, CA
Posted on: 2016-02-01
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