Customer Service Analyst

Affinity Group Canada is a leading foodservice brokerage representing premier food manufacturers across the country. Locally owned and operated, we are known for our strong relationships, category expertise, and outstanding execution. Our success is driven by our people and our commitment to delivering value to our clients, customers, and partners. 

SCOPE OF THE POSITION

The Customer Service Analyst plays a critical role in supporting our by ensuring accurate order execution, issue resolution, and data driven insight across the customer lifecycle. This role bridges customer service operations with analytical support—owning day to day service execution while producing meaningful reports, trend analysis, and insights that improve performance, service levels, and customer satisfaction.
This is not a call centre role. It is best suited to someone who thrives in a fast paced, detail oriented environment and enjoys solving problems, working with data, and supporting internal teams to deliver a seamless customer experience.
This position is a replacement hire created to support continuity within the Customer Service function following an internal promotion.
 
KEY EXPECTATIONS OF THE ROLE

Customer Service & Order Execution

• Own end to end order support from receipt through delivery, ensuring accuracy in pricing, quantities, inventory allocation, and documentation
•  Monitor order flow, proactively identifying risks related to delays, shortages, or service disruptions•    Act as a primary liaison between customers, Operations, Purchasing, and 3PL partners
• Resolve order issues, discrepancies, and service exceptions efficiently and professionally

Analysis & Reporting

• Prepare weekly, monthly, and ad hoc reports related to order accuracy, OTIF performance, service trends, and customer activity
• Identify recurring service issues or process gaps and provide data backed recommendations
• Maintain accurate records and KPI tracking within internal systems

Process & Documentation

• Ensure all customer documentation (invoices, pricing files, program letters, compliance records) is accurate and audit ready
• Support continuous improvement initiatives by identifying opportunities to streamline service workflows
• Assist with special projects, and cross functional initiatives as assigned

QUALIFICATIONS & EXPERIENCE

• Post secondary education in Business, Operations, Analytics, or a related field 
• 2–4 years of experience in customer service, operations, or analytical roles 
• Strong proficiency in Microsoft Excel (pivot tables, formulas); Power BI or Tableau experience considered an asset 
• Experience working with CRM, ERP, or order management systems 
• Excellent attention to detail with strong organizational and time management skills 
• Confident communicator, able to work across departments and with external partners

 
WORK ENVIRONMENT 
This is an in office role based at our Richmond Hill, ON office. The Customer Service Analyst works closely with Operations, Purchasing, and Logistics teams and is expected to be present in the office on a regular, full time basis.
The role involves:

• Daily collaboration with internal teams and real time issue resolution
• Frequent interaction with internal systems, reports, and customer documentation
• A fast paced, deadline driven environment where accuracy, responsiveness, and teamwork are essential

This position is best suited for someone who thrives in a structured office setting, values face to face collaboration, and enjoys being actively involved in day to day operations.

AI DISCLOSURE 
Affinity Group Canada discloses that AI enabled tools may be used to support certain stages of recruitment (e.g., screening applications based on job related criteria), with human review and oversight. 


ACCESSIBILITY & ACCOMMODATION (AODA) 
Affinity Group Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. 
 

The Affinity Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.