Customer Success

About us

Organic Traditions is a Canadian family owned and operated company. Our mission is to nourish people with the most nutrient dense superfoods from healing traditions around the world. Our vision is to inspire people to fuel themselves with high-quality, organic nutrition for prevention, regeneration, and longevity so they can live their healthiest, most vibrant life possible.

We are a growing, fast-paced, entrepreneurial business where you can use your initiative, creativity, and skill to help take our established organic health food brand to the next level.

The Opportunity

We are seeking a detail-oriented and proactive Customer Success & Order Entry Representative to support our wholesale client relationships. In this role, you'll be the primary point of contact for our B2B and D2C partners, ensuring they have accurate pricing information, timely order fulfillment, and the support they need to succeed with our products. This position combines client relationship management with data oversight and operational coordination, requiring someone who thrives in a fast-paced environment and takes pride in accuracy and follow-through. About the RoleAs our customer success representative, you'll manage the day-to-day needs of our wholesale and everyday consumers, while maintaining data integrity that keeps our business running smoothly.

You'll be responsible for:

Client Relationship Management

• Serve as the primary contact for wholesale clients, responding to inquiries about orders, pricing, product availability, and account details
• Build strong relationships with B2B partners by understanding their needs and ensuring a seamless experience with our brand
• Proactively communicate order status, delivery updates, and any issues that may impact client operations

Data & Pricing Oversight

• Maintain accurate pricing across all wholesale client accounts, master price lists, and promotional programs
• Update and manage pricing structures in our ERP system, ensuring consistency across platforms
• Oversee data entry for orders, ensuring accuracy in quantities, pricing, discounts, and customer information
• Monitor and update monthly promotional campaigns and specialty pricing arrangements
• Generate and distribute reports on sales data, inventory availability, and pricing changes

Operational Coordination

• Process wholesale orders efficiently from receipt through fulfillment, coordinating with operations, production, and supply chain teams as needed
• Track deliveries and manage logistics coordination to ensure timely arrival of orders
• Handle stock adjustments, product availability questions, and inventory-related troubleshooting for both third-party platforms and internal systems
• Support resolution of order discrepancies, returns, and billing inquiries

Cross-Functional Collaboration

• Work closely with the sales team on client-specific needs, promotional pricing, and account management
• Coordinate with finance on invoicing, payment tracking, and account reconciliation
• Partner with operations and supply chain teams to communicate client requirements and resolve fulfillment challenges
• Provide insights on client trends, common issues, and opportunities for process improvements

Who You Are

You're someone who finds satisfaction in getting the details right while keeping the bigger picture in mind. You're comfortable juggling multiple priorities, and communicate clearly and professionally, and you take ownership of your work from start to finish.

Required Qualifications

• 2-3 years of experience in client support, account coordination, or operations roles (B2B experience strongly preferred)
• Demonstrated proficiency with data management and ERP/order management systems
• Strong attention to detail with a track record of maintaining accuracy in high-volume environments
• Excellent written and verbal communication skills for professional client interactions
• Proven ability to manage competing priorities and adapt quickly in a fast-paced setting
• Comfortable with technology and able to learn new systems quickly
• Self-motivated with strong problem-solving abilities and sound judgement

Nice to Have's

• Experience in wholesale distribution, food industry, or natural products sector
• Familiarity with pricing structures, discount programs, and promotional management
• Experience with inventory management and supply chain coordination
• Knowledge of logistics and shipping processes

Why OT?

• Opportunity to join a mission-driven company in the growing wellness industry
• Collaborative team environment where your contributions make a real impact
• Professional development and growth opportunities
• Comprehensive Health Benefits - We've got you covered at 100% for medical, paramedical, dental & vision benefits
• Extensive Paid Time Off – Plenty of paid time off (including a day reserved for your birthday) and an annual company holiday
• Summer Hours - Adjust your schedule to make the most of those longer, sunnier, summer Fridays
• Hybrid Work Model - Find your flow working a mix of at home, and the office
• Core Hours - Flexible work hours to match your lifestyle - shape your workday around your life, not the other way around
• OT Products – A generous annual credit to stock up on your go-to's and discover new favourites

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Discounted or free food
• Extended health care
• Life insurance
• Paid time off
• Store discount
• Vision care
• Work from home

Application question(s):

• Have you previously worked in a remote setting?

Education:

• Secondary School (preferred)

Experience:

• Customer service: 3 years (preferred)

Language:

• English (preferred)

Work Location: Hybrid remote in Toronto, ON M9L 2W3