The Role
The Customer Sales Associate is a versatile, detail-oriented role that sits at the intersection of customer service and sales operations. Working closely with the Sales Manager, this position is responsible for the seamless execution of order management, trade spend tracking, and sales support activities across retail, distributor, and e-commerce channels. The ideal candidate brings strong analytical and organizational skills, a customer-first mindset, and the ability to manage multiple priorities in a fast-paced, cross-functional environment.
This position reports to the Sales Manager.
KEY DELIVERABLES:
- Customer Service Administration
- Order Management
- Trade Spend Management
- Sales Support & Analytics
- E-commerce Management
PRIMARY RESPONSIBILITIES:
Customer Service Administration
· Follow and maintain customer service policies and procedures, recommending improvements to the Sales Manager as opportunities are identified
· Ensure all terms, pricing, and customer agreements are accurately reflected in the ERP system (Sage 300), submitting updates for approval as required
· Create and maintain Standard Cost forms in alignment with customer agreements
· Administer the EDI function, including onboarding of new customers and transaction types as required
· Maintain the GS1 product registry, including new item setup and ongoing product maintenance
· Issue a daily sales update report with brief narrative to the Sales Manager and relevant stakeholders
· Provide prompt notification of any order issues or errors to the customer and/or sales broker as required
· Monitor and maintain DC inventory levels at McKesson and K&F, proactively flagging stock concerns to the Sales Manager and Supply Chain Manager
· Maintain productive working relationships with key customer inventory and supply chain contacts in support of the Sales Manager
· Track and report on customer service KPIs, prepare annual budgets and forecasts in compliance with MCAN strategies and objectives
· Ensure broker and customer inquiries of an administrative nature are addressed promptly and accurately, escalating relationship or commercial matters to the Sales Manager
· Manage inbound consumer inquiries across phone and email channels in a professional and timely manner
Order Management
· Receive, review, and process incoming customer purchase orders through EDI and manual channels
· Validate orders against current pricing, promotional programs, and inventory availability prior to transmission
· Submit confirmed orders to the 3PL warehouse in an accurate and timely manner, ensuring fulfilment deadlines are met
· Monitor order status through to shipment confirmation, following up on exceptions, shortages, or delays
· Coordinate order adjustments, cancellations, and reships as required, communicating changes to the customer and broker promptly
· Escalate 3PL fulfilment issues and warehouse operational concerns to the Supply Chain Manager, ensuring they are copied on all related correspondence with customers and the broker
· Maintain accurate order records and support the General Accountant with documentation required for deduction and claims processing
Trade Spend Management
· Maintain and update the trade spend tracker across all retail accounts and promotional programs
· Track trade investment against budget on an ongoing basis, providing regular variance reporting to the Sales Manager
· Support the Sales Manager with post-promotional ROI analysis, assessing the effectiveness of trade programs against volume, velocity, and margin objectives
· Proactively identify opportunities to improve promotional support and trade investment allocation across retail partners, bringing forward recommendations to the Sales Manager
Sales Support & Analytics
· Prepare customer presentations, sell-in decks, and line review materials in support of the Sales Manager and broker team
· Conduct POS analysis using retailer consumption data, translating data into clear and actionable insights on brand and SKU performance
· Monitor competitive activity and retail trends, flagging relevant findings to the Sales Manager proactively
· Assist in the preparation of monthly and annual sales reporting, contributing narrative commentary and analysis for management review
· Support the Sales Manager on new product launches and line extensions, coordinating internally across marketing, supply chain, and the broker to track milestones and surface risks proactively
· Prepare and distribute promotional materials, product information, pricing updates, and program details to the broker in a timely manner
E-commerce Management
· Support the Sales Manager in the day-to-day management of Amazon Vendor Central, including item setup, purchase order management, and content maintenance
· Assist with Amazon Advertising campaign administration, monitoring performance metrics and flagging optimization opportunities to the Sales Manager
· Maintain and administer the Shopify B2B store, ensuring product listings, pricing, and customer account information are accurate and current
· Coordinate with marketing and supply chain to ensure ecommerce product listings are accurate, up to date, and aligned with current brand standards
· Stay current on platform updates, policy changes, and best practices across Amazon and Shopify, bringing forward relevant recommendations to the Sales Manager
Qualifications
· Bachelor’s degree in business or a related field, or a college diploma in a similar discipline required
· Minimum of 3 years of experience in customer service and order management
· Strong experience working with EDI (Electronic Data Interchange) systems
· Proficiency with ERP systems and advanced Microsoft Excel skills
· Bilingual in English and French (preferred), with strong written and verbal communication skills in both languages
Key Competencies
- Strategic thinking and business acumen
- Strong relationships with customers and internal stakeholders
- Quick resolution of customer issues
- Strong attention to detail; an analytical mind and inclination for problem-solving
- Attention to detail and accuracy
- Excellent organization and time management skills
Pay: $60,000.00-$67,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- Vision care
Application question(s):
- Do you live within 75 km of St. Catharines?
Work Location: In person
