Customer Operations & Demand Planning Analyst

WHY THIS PLACE IS DIFFERENT

As Canada’s #1 selling whole bean coffee, demand for our organic, Fairtrade beans keeps climbing from coast to coast. That means one thing: we need more awesome humans on our team. We’re gearing up to grow big while staying true to what got us here.

We’ve been making kick-ass coffee for 30 years. We roast every bean in the Rocky Mountains, smack dab in the middle of nowhere. It’s where we’ve built something pretty special.

We don’t cut corners. We don’t do average. And we definitely don’t do half-assed. From how we source our beans to how we treat our people, we’re all in.

We are hellbent on doing great work and living a great life while we’re at it.

Reliable jobs with good pay, building real skills and still having gas in the tank to get after it when the workday is done. That’s Kicking Horse Coffee. Whether that’s lakes, trails, powder days, or just soaking up Columbia Valley life with your family, we want you leaving your shift with energy left for the good stuff!

YOU’LL LIKE IT HERE IF …

You want a stable job that fuels your big-mountain, small-town lifestyle.

You’re reliable, hands-on and take pride in doing things right.

You want to work somewhere people, not just output, matter.

You want to grow. At Kicking Horse Coffee, the more you learn, the more you earn.

You’ve got your crew’s back. You show up daily with respect and care for others.

You care about making an impact. Every single coffee bean is Fairtrade and Organic, positively impacting farmers around the world.

You take safety seriously. Looking out for each other is just how it’s done.

Bottom line: work hard, live well, be a good kick in the ass for the world

WHAT YOU'LL DO

You’ll play a key role in connecting customer demand with operational execution. From forecasting future needs to managing day-to-day customer orders, you'll help ensure the right coffee gets to the right place at the right time. You'll build strong relationships with customers, distributors, Sales, Operations, and Finance while finding smarter ways of working along the way.

Demand planning

• Collaborate with customers, distributors, and Sales to develop and maintain demand forecasts.
• Create and manage rolling forecasts to support production planning and inventory targets.
• Analyze demand trends, forecast accuracy, and business drivers to support planning decisions.
• Develop reporting, forecasting tools, and key performance metrics.
• Participate in the monthly S&OP process, identifying risks, opportunities, and recommended actions.
• Partner cross-functionally to align customer demand with production and supply capabilities.
• Provide insights and recommendations that support service levels, inventory management, and operational goals.

Customer operations and order management

• Process customer sales orders accurately and efficiently, including order entry, acknowledgements, changes, and revisions within the ERP system.
• Coordinate order flow to support customer requirements and operational capacity.
• Manage customer inquiries, order changes, and issue resolution as a primary point of contact.
• Process and report customer claims, returns, shipment variances, and damage claims.
• Partner with Finance to resolve credit holds, discrepancies, returns, and customer credits.
• Coordinate new item setup activities with customers and internal teams.

Continuous improvement and team support

• Administer quarterly communications to wholesale customers.
• Contribute to process improvement, automation, and operational excellence initiatives.
• Troubleshoot system issues and coordinate support tickets with IT.
• Share knowledge and support the onboarding and development of new Supply Chain team members.

WHAT YOU BRING

• 3+ years of experience in demand planning, supply chain, customer operations, sales support, logistics, or a related field.
• Experience developing forecasts, analyzing demand trends, and supporting inventory or production planning decisions.
• Experience processing customer orders and working within an ERP system.
• Strong analytical skills with proficiency in Microsoft Excel and reporting tools.
• Exceptional attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Strong communication and relationship-building skills with both customers and internal stakeholders.
• Post-secondary education in Supply Chain Management, Business, Operations, Logistics, or a related field is an asset.
• A continuous improvement mindset and passion for finding smarter ways of working.
• Legally entitled to work in Canada.

THE DETAILS

• This is a full-time, permanent position within our Customer Operations team.
• We are open to this being an on-site or remote position. Relocation assistance is available for on-site positions for candidates relocating to Invermere, BC.
• For remote positions, candidates must be able to travel to HQ in Invermere, BC at least twice per year for all-company events and meetings.
• The annual salary range for this position is $65,900 - $80,600.

THE GOOD STUFF

When individuals thrive, communities thrive. And we are here to help that happen with our benefits and programs:

• Extended medical, dental and vision coverage, with $2,000 flexible paramedical services coverage, EFAP, a $700 annual Wellness Allowance and RRSP matching program.
• 4 weeks of paid vacation after one year of work, plus get a paid day off to celebrate your birthday.
• Participation in our annual bonus program recognizing remarkable effort and contributions of our people.
• We support personal and professional growth. Learning is key to doing great work, but more than that, it helps us stay curious, adapt to change, and get really good at what we do.
• We provide uniforms and an allowance to cover costs for work boots and custom ear protection.
• Our Green Commuting program pays employees up to $3.00 per day for choosing a green commute to work.
• Our Dream Fund provides financial funding to put towards community projects.
• Damn good discounts on coffee beans and at our on-site Café.

WHAT WE VALUE

Do What’s Right. It’s not always neat and tidy. It means taking care of people, the planet and the business. No posturing, no greenwashing, just grown-up conversations and real accountability.

Never Half-Ass It. We’re on a mission to annihilate mediocrity. It’s about craftsmanship, care, and commitment. It’s about creating something we’re proud of, every time.

Cut the Bullshit. It’s about systems that work without waste, kindness without drama and root-cause thinking over quick fixes. When we cut through noise, we make space for what matters: trust, clarity, and meaningful progress.

Be Remarkable. Every now and then, we crank the dial past ten. We’re not here to play it safe or follow the crowd. We’re here to break patterns, defy expectations, and drop a few jaws along the way. If it’s forgettable, it’s not for us.

Do It All With Love. Love? Buck yeah, Love! It’s our not-so-secret ingredient. We care deeply about the work we do, the people we work with, and the impact we have. That love shows up in every cup.

SOUND LIKE YOUR CUPPA? APPLY.

Create your account, answer some questions, and submit your resume. Postings remain open for two-week cycles.

SPIRIT OF LOVE

Love means welcoming everyone to ensure an inclusive place for all. We seek team members from all walks of life, backgrounds, and cultures.