Customer Service Specialist

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.

You can learn more about us at  .

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.

KPI / Metric

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 so seriously that we don’t enjoy the journey.


• Unparalleled experiences and opportunities : We’re still determining who we are and what we can be. Help us shape what this organization will look like and what we’ll offer the world, into the future. This means rolling up your sleeves and sometimes building the process – fast! – while employing it. At Riverside, progress occasionally means proceeding imperfectly, and we’re okay with that, as long as we’re staying true to our values and learning and improving along the way.


• Access to everyone: We’re a flat organization with few silos which means you’ll have full access to everyone from our founders to our production staff. Even when employees dress up, they wear steel-toed shoes. So don’t be shy. Speak up, share your ideas and go places you normally wouldn’t – like the plant, or the boardroom.


• Personal development : We’ll support and empower you to chart your own path and reach any heights you set for yourself. Career paths at Riverside are carved by the people walking on them, not dictated by leaders. Count on us to give you the training and tools to grow and progress.


• Gratitude : As a growing business, we can’t always offer formal recognition like awards programs, but we do show our true gratitude and appreciation. At Riverside, we’re all in this together and we value you.
  


• Be a Riverside Brand Ambassador: Stay relentlessly close to our consumers and represent the brand in every interaction, decision, and deliverable. Bring the consumer voice into your work by protecting product quality, availability, and experience, acting early when standards slip, and delivering consistent value that earns trust, advocacy, and long-term brand love.

What We Offer:

• Values-led: We don’t cut corners or step on anyone or anything on our way to our summit. There is no winning at all costs here. Every step you take must align with our values, no compromises.


• Courageous determination: As a family-run, rapidly growing business, we are often challenged to find ways to deliver that aren’t obvious or easy. You must be willing to try, ask and answer challenging questions, test and learn, turn over every stone, keep moving forward and help us find a way through. Resourcefulness and grit will be your constant companions at Riverside and will serve you well.


• Humility: We’re a small (but growing) fish in a sea of whales and sharks. We know the products we offer are some of the healthiest and most sustainable, but we don’t brag about it, and know we have a steep path ahead. We pride ourselves in being respectful and supportive of others while shining brightly through our innovative, high-quality products. There isn’t one superstar at Riverside. We take turns leading the way as we climb to the summit.


• Continuous improvement: As a learn-as-we-go organization, we rely on each other to continuously improve everything we touch to make it better, more efficient, more sustainable, and more endearing to customers, consumers, employees, vendors, partners and the community. We own our mistakes and learn from them as we wind our way to the top.

Wait! There’s more!

• Immerse yourself in our comprehensive benefits program, with Riverside taking care of the costs!


• 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

How to Apply:

If you have the commitment to excellence, the energy, the attitude and experience we need, then please submit your resume to careers(AT)riversidenaturals.com with the job title you are applying for in the subject line or click the apply button!

Riverside Natural Foods Ltd. is committed to providing an inclusive and accessible environment for everyone. If you have a disability and require accommodation in the interview process, please let us know when you apply. We thank all applicants for their interest; however, due to volume, please note that only candidates selected for an interview will be contacted.

Disclaimer: As part of our recruitment process, we may use technology-assisted tools, including automated systems, to support the review and assessment of applications. These tools do not make final hiring decisions. All decisions related to screening, interviewing, and selection are made by our Talent Acquisition and hiring teams.