Customer Service Assoc Analyst (English and French) (Miguel Hidalgo)

CAREERS TO SMILE ABOUT

At Pepsi Co, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including Gatorade, Lay’s and Quaker, our work touches millions of people every day.

At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.

Whatever your role, you’ll be part of an integral community that values your ideas and empowers you to make an impact, on your career and on the world around you.

Support the Canadian Field Sales team and customers by delivering an exceptional service experience through timely, accurate, and solution oriented responses to inquiries. Ensure it is easy to do business with us by proactively managing requests, resolving issues end‑to‑end, and maintaining clear communication with stakeholders.

This role is responsible for handling customer interactions across channels, meeting service level agreements (SLAs), and ensuring data accuracy and proper follow‑up on all cases. It also contributes to continuous improvement by identifying recurring issues, supporting process standardization, and collaborating with cross‑functional teams.

Responsabilities

• Act as the main point of contact for customer and Field Sales inquiries, providing timely, accurate, and professional support via email and phone
• Manage customer requests end‑to‑end, ensuring proper intake, validation, execution, and follow‑up until resolution
• Ensure compliance with service level agreements (SLAs), prioritizing tasks based on urgency and business impact
• Maintain high data accuracy by validating and updating customer, account, and transactional information in internal systems (e.g., Power App)
• Coordinate with cross‑functional teams (e.g., CMAT, Snacks to you, Finance) to resolve issues and ensure seamless service delivery
• Monitor and manage shared inboxes, ensuring no requests are missed and follow‑ups are completed on time
• Identify, elevate, and track issues or risks that may impact customer experience or service delivery
• Document cases, actions, and resolutions clearly to ensure visibility and traceability
• Contribute to continuous improvement by identifying recurring issues, suggesting process enhancements, and supporting standardization efforts
• Support coverage and backup activities as required to ensure business continuity

Qualifications

• Fluent in English and French (written and verbal)
• Bachelor’s degree in Business or related field, with 1–3 years of relevant experience
• Experience in Customer Service or operations support roles
• Strong communication skills, with the ability to interact clearly and professionally with customers and stakeholders
• Ability to manage multiple time‑sensitive priorities in a fast‑paced environment
• Strong attention to detail and organizational skills
• Ability to work both independently and collaboratively within a team
• Demonstrates ownership, sense of urgency, and a customer‑focused mindset
• Proficiency in Microsoft Office (Excel and Power Point)
• Ability to document cases accurately and maintain clear records