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Customer Relations Liaison

3 weeks ago

Calgary, Alberta, Canada Brewers Distributor Ltd Full time

*Who We Are*
Officially established in 1995, but with historical roots dating back to 1971, we know a thing or two about how to deliver beer. BDL is a private joint venture company owned by Labatt Breweries of Canada and Molson Coors Breweries that provides wholesale distribution of beer and the collection of returnable, refillable and recyclable beer containers within the four Western Canadian Provinces, Northwest Territories and the Yukon. Our mission is to serve our customers and communities responsibly and with integrity, striving to deliver superior distribution that is efficient and cost-effective. We're leaders in providing a healthy and safe working environment, and a role model in environmental leadership with the goal to continuously preserve our planet Apply now and find out more about our team.

*The Role
We are currently searching for a
Customer Relations Liaison,
reporting to the Manager, Customer Experience Centre. This is a
full-time, permanent*
opportunity. The Customer Relations Liaison plays a key role in building and maintaining strong customer relationships across the Prairie region. This position represents Brewers Distributor Ltd.'s (BDL) philosophy in the marketplace while serving as an advocate for customer interests within internal operations. The role focuses on driving customer satisfaction through proactive issue resolution, continuous improvement initiatives, and strategic engagement that supports market growth and brand presence.

*Location*
This role is field-based within Alberta, with regular travel throughout the Prairie region - including customer visits and scheduled time at BDL logistics facilities in Edmonton, Calgary, Saskatoon, Regina, and Winnipeg.

*What You'll Be Doing*

  • Serve as the primary field liaison, visiting customers regularly to address concerns, review service performance, and strengthen long-term relationships
  • Resolve customer issues promptly and professionally, ensuring clear communication and follow-through across internal teams
  • Support the management of high-volume service activity including ~25K CRM tickets per year by gathering insights and advocating for process improvements
  • Conduct on-site service reviews, operational walkthroughs, and post-incident follow-ups to ensure service recovery and customer confidence
  • Gather, interpret, and report customer feedback from field visits, surveys, and service interactions; translate insights into actionable recommendations
  • Educate customers on delivery processes, account requirements, policy updates, and system expectations to reduce service friction
  • Collaborate closely with dispatch, logistics, AR team, and Customer Experience Centre to align service delivery and resolve recurring pain points
  • Represent BDL professionally with customers, industry associations, shareholders, and regulatory/government bodies when required
  • Support change initiatives, introduce new customer programs, and deliver presentations that promote service excellence and operational transparency
  • Provide field support for new customer types as market expansion evolves
  • Perform other related duties and projects as assigned

Who You Are - Your Knowledge, Skills & Experience
*Education*

  • Bachelor's Degree required, preference in communications, marketing and/or business
  • Valid drivers license with access to a vehicle required

Experience

  • Minimum of 5 years' customer service experience
  • 3-5 years of sales/marketing experience

Skills

  • Strong ability to navigate and de-escalate conflict with a solution-oriented approach
  • Demonstrated ability to influence and drive change across diverse stakeholders
  • Confident in delivering presentations to operational leaders and executive management
  • Able to work independently in the field while staying aligned with cross-functional teams
  • Intermediate proficiency in Microsoft Office, with strong overall digital competency
  • Exceptional communication, interpersonal, and relationship-building skills
  • Highly organized with the ability to manage multiple priorities across a large geographic territory
  • Independent, self-motivated, and capable of managing a large travel territory with minimal supervision

*What We Offer*
Our success as an organization is a result of our commitment to our greatest strength…our people We believe that any opportunity we can provide to help further your career growth and development is an investment in not only your individual success, but our overall success as a business.

We work to recognize you in meaningful ways and in addition to providing a competitive compensation, we are pleased to offer incentive pay, a flex health benefits program with no waiting period, defined contribution pension plan with options to contribute and company matching, employee & family assistance program, recognition programs, tuition reimbursement, generous paid time off, employee special offers, and a casual dress and work environment.

  • Benefits and perks are dependent upon role and status and are subject to change at the sole discretion of the company.

Equal Opportunity Employer
We are committed to providing a respectful and empowering workplace that values our greatest resource, our people. Diversity, Equity, Inclusion & Belonging are essential components of our culture that empower us to meet the needs of our employees, customers and communities. We welcome applicants from all backgrounds including racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, 2SLGBTQIA+ persons, and any other characteristic. We're an equal opportunity employer and provide employment accommodation in accordance with provincial legislation. If contacted for an employment opportunity or testing, please advise Human Resources if you require accommodation at any stage of the recruitment process.

We genuinely thank you for your interest in this opportunity with us. Due to the high volume of applications we receive, only applicants selected for an interview will be contacted.