Customer Service Representative (12 Month Contract)

Customer Service Representative (12 Month Contract)

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.

Purpose:

The Customer Service Coordinator provides administrative and operational support to the Customer Service team by ensuring customer orders are entered accurately, customer inquiries are routed appropriately, and order-related information is maintained within Riverside systems. This role is responsible for executing transactional customer service activities while developing a strong understanding of Riverside's order management, logistics, and customer service processes.

Primary Responsibilities:

• Accurately enter customer orders, changes, cancellations, and returns in SAP and other systems.
• Monitor customer service communications and ensure inquiries are acknowledged and routed to the appropriate team members.
• Verify order information for accuracy and completeness prior to order processing.
• Support customers with routine inquiries related to order status, shipment tracking, delivery confirmations, and product availability.
• Generate and distribute standard customer reports, order confirmations, and shipment documentation.
• Maintain customer records and master data in accordance with company procedures.
• Supports Finance by helping gather documentation to root cause customer compliance fines, deductions, and chargebacks when required.
• Coordinate with Planning, Logistics, Warehouse, and Sales teams to obtain information required to support customer requests.

Education & Qualifications:

• High School Diploma required; post-secondary education in Business, Supply Chain, or a related field preferred.
• 02 years of customer service, administrative, logistics, or supply chain experience.
• Experience in a manufacturing, distribution, or CPG environment is considered an asset.
• Proficiency with Microsoft Office applications, particularly Outlook and Excel.
• SAP experience is an asset but not required.

Skills and Abilities:

Collaborates: Works effectively with Customer Service Specialists and cross-functional partners to support customer needs.

Drives Results: Focuses on accuracy, timely execution, and follow-through.

Learns Quickly: Demonstrates curiosity and continuously builds knowledge of customer service and supply chain processes.

Resourcefulness: Uses available resources and support networks to resolve routine customer issues.

Responsibility - KPI / Metric - Target:

Order Entry Accuracy - Orders processed accurately - >99.5%

Customer Responsiveness - Initial response to customer inquiries - Same business day

Data Quality - Customer records maintained accurately - 99%+ accuracy

Transaction Processing - Orders entered within SLA - 98%+ on time

Salary Range

$60,000 - $75,000 USD

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