Customer Service Specialist

About this role

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 2030, 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.

You can learn more about us at www.riversidenaturalfoods.com.

Purpose:

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.

Primary 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.

Education and Qualifications:

• 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.

Skills and Abilities:

• 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.

Functional & Leadership Competencies:

• 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.

Responsibility

KPI / Metric

Target

Order Management & Execution

Customer orders entered accurately and processed within required timelines

>99.5% order accuracy; 98%+ processed within SLA

Customer Responsiveness

Customer emails, calls, and inquiries responded to within established service levels

95%+ responded to within 1 business day

Issue Resolution

Service issues, shortages, delivery issues, claims, and customer escalations resolved or assigned within SLA

95%+ resolved within agreed SLA

EDI & Transaction Integrity

EDI errors, failed transmissions, and order exceptions resolved

95%+ resolved within SLA

Cross-Functional Coordination

Service risks, shortages, delays, and customer impacts communicated to stakeholders

100% of material issues communicated and documented

Process Improvement

Participation in service improvement initiatives and SOP adherence

Annual improvement goals achieved and SOP compliance maintained

Please note this role as a new vacancy.

Salary Range
$60,000—$75,000 CAD

Please note this role is an existing vacancy.

Salary Range
$60,000—$75,000 CAD

At Riverside, we are committed to transparency and fairness in our compensation and job posting practices. The range above reflects the target compensation for the position at the time of posting. Exact compensation will be determined based on experience, skill set, education, and training, as well as other organizational needs, while balancing internal equity.

What we expect:

• Values-led: You’ll be a member of a thoughtful and compassionate team that prioritizes respect, teamwork and resourcefulness along with a good dash of fun. Sometimes, even making granola bars is hard, and life’s too short to take ourselves…