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.

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

Requirements

2–5 years of customer service, customer operations, logistics, order fulfillment, or supply chain experience; 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; Drives Results; Manages Ambiguity; Resourcefulness

Nice to have

Experience within a CPG, manufacturing, distribution, or food industry environment preferred

Benefits

Comprehensive benefits program with Riverside taking care of the costs; RRSP matching or 401k matching; Eligibility to participate in Riverside's Profit Sharing Plan; Employee-Led Resource Groups (ERGs) championing mental health, sustainability, diversity, women, and LGBTQ+ rights; Riverside University program; Tuition Reimbursement Program; Open concept work environment