Customer Relations Liaison

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.

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.

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.

• 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

• Bachelor’s Degree required, preference in communications, marketing and/or business
• Valid driver’s licence with access to a vehicle required

• Minimum of 5 years’ customer service experience
• 3–5 years of sales/marketing experience

• 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

Our success as an organization is a result of our commitment to our…