Customer Service Specialist

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.

• →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.

• 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.

 

• 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.

• 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.

 

 

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

 

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.