Customer Service Specialist
About The Position
Join Riverside Natural Foods Ltd., a Canadian-based, family-owned, and globally operating business, committed to leaving the world better than we found it. As a B-Corp certified, Triple-Bottom Line company, we proudly manufacture nutritious, 'better-for-you' snacks such as MadeGood and GOOD TO GO. We value teamwork, humility, respect, ownership, adaptability, grit, and fun. We’re on an ambitious mission to double our business by 2027, and we need talented individuals like you to help us reach new heights. At Riverside, you’ll have the opportunity to chart your own path to success while contributing to ours. We believe anything worth doing is worth doing right, and our values will guide us through the rugged terrain – and yes, it will get rough. But that’s what makes the journey worthwhile. So, lace up your boots and let’s tackle the climb together. The Customer Service Specialist serves as the primary operational contact for assigned customers and is responsible for managing customer orders from receipt through invoicing. This role coordinates closely with Planning, Logistics, Warehouse, Finance, and Sales teams to ensure customer requirements are met, service issues are resolved quickly, and customer relationships are maintained through proactive and professional communication. The role also supports continuous improvement of order management, EDI processes, and customer service execution.
Requirements
- 2–5 years of customer service, customer operations, logistics, order fulfillment, or supply chain experience.
- Experience within a CPG, manufacturing, distribution, or food industry environment preferred.
- Strong understanding of order management and fulfillment processes.
- Experience with SAP, ERP systems, EDI platforms, and Microsoft Excel.
- Strong customer-facing communication skills.
- Excellent customer relationship management skills.
- Strong analytical and problem-solving capabilities.
- Experience troubleshooting EDI and order management issues.
- Strong organizational and prioritization skills.
- Ability to work independently while managing multiple customer portfolios.
- Strong communication and conflict resolution skills.
- Customer-first mindset balanced with operational realities.
- Demonstrates OWNERSHIP and accountability.
- Collaborates: Builds strong partnerships with Planning, Logistics, Warehouse, Finance, Sales, and Customer Supply Chain teams.
- Drives Results: Takes ownership of customer service performance and issue resolution.
- Manages Ambiguity: Maintains effectiveness when priorities, inventory positions, and customer requirements change.
- Resourcefulness: Uses available data, systems, and stakeholder relationships to resolve service issues efficiently.
Responsibilities
- Manage customer orders through the complete order-to-cash lifecycle, ensuring accurate processing, shipment, and invoicing.
- Serve as the primary contact for assigned customers regarding order status, delivery concerns, inventory availability, service issues, claims, and invoicing questions.
- Monitor inventory availability and coordinate with Planning and Supply teams to address shortages, delays, allocations, and out-of-stock situations.
- Collaborate with Warehouse and Logistics teams to coordinate shipments, appointments, routing requirements, and delivery execution.
- Investigate and resolve EDI exceptions related to order receipt, shipment confirmations, and invoicing activities.
- Research and support resolution of customer deductions, shortages, claims, and billing discrepancies.
- Build effective relationships with customer contacts, Customer Supply Chain Analysts, Sales leaders, and internal functional partners.
- Support development and maintenance of customer scorecards, service reporting, and operational performance tracking.
- Identify opportunities to improve customer service processes, reduce manual effort, and improve customer experience.
- Document issues, root causes, and corrective actions to prevent recurring service failures.
- Demonstrate and uphold Riverside's Core Values.
Benefits
- RRSP matching or 401k matching for an empowered financial journey
- Eligibility to participate in Riverside's Profit Sharing Plan
- Join Employee-Led Resource Groups (ERGs) championing mental health, sustainability, diversity, women, and LGBTQ+ rights
- Develop your career further through our Riverside University program and with our Tuition Reimbursement Program
- An open concept work environment that embodies our Values
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
