What are the responsibilities and job description for the Customer Service Representative (12 Month Contract) position at Riverside Natural Foods Ltd.?
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.
- 0-2 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