Consumer Experience Specialist

Join Riverside Natural Foods Ltd., a $300 million+ 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.

Duties/Responsibilities:

- Handle a wide range of inquiries — from general questions to complex complaints — ensuring resolution, proper documentation, and proactive communication with internal teams to protect brand equity.
- Maintain and update the Consumer Database, accurately tracking feedback, trends, service issues, and ecommerce performance to support business decisions.
- Log all consumer interactions promptly and accurately, following systems and protocols that enable transparent reporting and cross-team visibility.
- Provide timely, accurate product and brand information to both consumers and internal partners to ensure consistent, aligned support.
- Monitor feedback channels and escalate insights related to product issues, high-risk interactions, or matters involving legal and media risk.
- Engage with ecommerce reviews and comments (e.g., Amazon), balancing brand tone with thoughtful resolution and a focus on loyalty.
- Identify and propose opportunities to improve the consumer experience and support evolving brand initiatives.
- Champion improvements to support tools, workflows, and knowledge systems, recommending solutions that enhance automation, team efficiency, and reporting clarity.
- Collaborate with Quality Assurance to ensure informed, compliant responses to product inquiries and concerns.
- Craft thoughtful responses to escalated communications, aligning with legal, marketing, and brand guidelines.
- Partner with the Manager of Consumer Experience to evolve engagement tools that promote consistency and first-contact resolution.
- Collaborate with Marketing, PR, and Social teams to craft and deliver aligned messaging and a unified brand voice.
- Manage proactive communication on e-commerce platforms (e.g., Shopify, Amazon), including banner alerts, FAQs, and service updates.
- Support cross-functional efforts like product launches, issue response, and promotional campaigns — representing the voice of the consumer.
- Leverage Voice of the Consumer insights to inform packaging, product enhancements, and marketing strategies.
- Contribute to a collaborative, inclusive team culture by bringing a solutions-focused mindset, a sense of humor, and commitment to shared success.

Qualifications:

- High school diploma required; post-secondary education in Consumer Relations, Communications, or Business is an asset.
- Bilingual (French & English) required.
- Minimum 3 years' experience in customer service; experience in CPG, tech, ecommerce, or Amazon Seller Central is an asset.
- Exceptional written and verbal communication skills, with the ability to clearly explain product features, order updates, and next steps.
- Demonstrated ability to de-escalate challenging interactions with empathy, tact, and professionalism. Ensuring consumer trust and protecting brand integrity.
- Adaptable and eager to learn, thriving in fast-paced environments with shifting priorities.
- Highly organized, detail-oriented, and self-motivated, with a strong sense of ownership over results.
- Proven ability to collaborate across departments, liaising on product changes, service updates, and marketing campaigns.
- Skilled at analyzing feedback and data to generate reports, identify trends, and share actionable insights.
- Passionate about delivering exceptional customer experiences and building brand loyalty.
- You're open to new projects and cross-team initiatives as our department continues to grow, and we'll support you every step of the way
- Committed to continuous learning and contributing to a collaborative, respectful, and inclusive team culture.

**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 fu