Customer Service Logistics Representative

Haleon • Mississauga, ON

7d • CA$70,000 - CA$85,000 • Hybrid

About The Position

The Customer Service Associate provides exceptional service to internal stakeholders and external customers by managing customer orders from order to invoice with accuracy, quality, and efficiency. This role also supports the execution of key business initiatives, including displays, new products, discontinuations, and item transitions, while resolving inquiries, coordinating with internal teams, and contributing to service performance metrics such as OTIF, on-time delivery, deduction management, and customer satisfaction.

Requirements

• College/University degree or equivalent experience
• Minimum 3 years of experience in a customer service position, preferably in fast moving consumer package goods industry (FMCPG)
• Expertise in core software applications to the role: SAP, Excel, Outlook, Power BI
• Excellent verbal and written communication skills in English and French
• Experience managing customer orders, inquiries, and issue resolution with a strong focus on accuracy and service

Nice To Haves

• Bilingual capability considered an asset
• Strong analytical and organizational skills
• Comfort working in a multitask environment with the ability to discern priorities effectively
• Ability to work effectively in a team environment and collaborate across functions
• Strong service orientation, flexibility, and adaptability to unforeseen situations
• Creativity and initiative to identify new ways to satisfy customer requirements

Responsibilities

• Manage customer orders from order to invoice, ensuring high levels of accuracy, quality, and service for strategic customer accounts.
• Support customer order management and distribution execution of internal business initiatives: displays, new products, discontinuations, item transitions, etc.
• Serve as the first point of contact for internal and external customers regarding orders and product availability inquiries.
• Handle customer inquiries through to resolution by negotiating with customers and collaborating with internal departments as required.
• Engage third-party logistics partners when shipment tracking or documentation is requested by customers.
• Provide proactive communication to customers and sales teams on shortages and ensure shortages are coded correctly for reporting.
• Manage and resolve customer claims related to non-compliance and over, short, and damaged orders through accurate creation of returns authorizations, credits, and debits.
• Follow Order to Cash and Inventory Management SOPs to ensure process compliance and consistent execution.
• Drive automation and optimization of customer service processes to improve resource efficiency, cost to serve, and service levels.
• Support customer service industry best practices and contribute to performance across key metrics including OTIF, on-time delivery, deduction management, and customer satisfaction.

Benefits

• Competitive compensation and annual bonus package.
• Comprehensive and flexible benefits program from day 1.
• Defined contribution pension plan with employer contribution.
• Optional Haleon Savings Plan with employer matching.
• 26 weeks of fully paid leave for all new parents, regardless of gender or sexuality.
• Inclusive, diverse, and collaborative culture.
• Commitment to development and career progression.
• Hybrid model in a modern office located in Mississauga.
• Fitness centre, annual fitness subsidy, and bistro onsite.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree