Order Support Specialist

Job description:

WE'RE HIRING. We are looking for a Order Support Specialist

Who we are:

Armstrong Milling Co. Ltd. is a family based business operating in Haldimand County for 38 years. We are committed to providing customers the best possible service and products to an ever-growing industry. With our site running out of Hagersville Ontario we have been able to provide the Canadian wild bird seed and pet food market with our own branded products as well as premium custom-blended packaged caged animal and bird seed products.

Why Join The Armstrong Milling Family?.. Because We Offer:

• RRSP Matching
• Competitive Benefit Wellness Package
• A Diverse Workplace With A Focus On Employee Development
• A Balanced Work/Family Culture With Lots Of Company Social Events

Overview

We are seeking a detail-oriented and B2B customer-focused Order Support Specialist to join our dynamic team. This role is essential in providing exceptional client service and ensuring accurate order processing

PRIMARY RESPONSIBILITIES INCLUDE:

• Customer Account Management:

Maintain regular communication with pet food manufacturers and distributors to ensure customer needs are addressed promptly and accurately.

• Order Processing:

Manage and maintain finished goods contracts for oats and barley products, ensuring all terms, quantities, and pricing are accurately recorded and tracked.

Enter, confirm, and monitor customer sales orders to ensure accuracy in product details, pricing, and shipping information.

Manage order schedules and deadlines through Google Calendar and the company ERP system to ensure timely order processing and delivery.

• Logistics Coordination:

Collaborate with logistics, production, and quality assurance teams to schedule deliveries, monitor shipment status, and resolve transportation or scheduling issues.

Prepare and verify customs documentation to support the accurate and compliant export of goods.

• Issue Resolution:

Respond to customer inquiries, complaints, and product-related issues efficiently, ensuring prompt resolution and clear follow-up communication.

• Documentation & Reporting:

Prepare order confirmations, release documentation, and related paperwork; maintain accurate sales and shipment records in company systems.

• Cross-Functional Support:

Work closely with sales, operations, and finance teams to support customer accounts, process credit inquiries, and provide product availability updates.

• Quality & Compliance:

Verify that all customer orders meet company quality standards, regulatory guidelines, and pet food industry specifications.

• Relationship Building:

Develop and maintain strong, positive relationships with key accounts to drive customer satisfaction and long-term loyalty.

• SECONDARY RESPONSIBILITIES INCLUDE:
• Attending monthly Grain Meeting.
• Valid passport required with the ability to travel occasionally to the U.S.
• Be willing and able to work and be trained in other positions elsewhere in the operation whenever required.
• Manage and process customer orders accurately through various channels, including phone and online systems
• Provide exceptional customer support by addressing inquiries, resolving issues, and offering product or service information
• Assist with outbound calling to follow up on orders or gather customer feedback
• Enter data precisely into company databases and maintain organized records of transactions
• Handle cash transactions when necessary with integrity and accuracy
• Maintain professional phone etiquette and communication skills during all interactions
• Collaborate with sales and client services teams to ensure customer satisfaction and timely delivery of products
• Analyze order trends and customer feedback to identify opportunities for process improvements
• Support the team with additional administrative tasks as needed, including typing reports and updating client records

Experience

• Secondary school diploma required ( or equivalent)
• College diploma in Business Admin, Supply Chain, logistics or related field preferred but not strictly required if experience is strong
• Hands on experience with order entry, scheduling in an ERP or order management software with a strong comfort with Microsoft Office (Excel), Outlook and Google Calendar
• 1-2 years in B2B customer service , order entry, logistics coordination, in a manufacturing, distribution, or agricultural/food environment
• Strong written and verbal communication skills
• ​High attention to detail and accuracy in contracts, pricing, and shipment records.
• ​Ability to build and maintain relationships with key accounts and collaborate with sales, operations, quality, and finance.​
• Valid passport and ability to travel occasionally to the U.S.,

This position offers an engaging environment where your communication skills and attention to detail will directly impact customer satisfaction. We value team members who are proactive, organized, and committed to delivering excellent client service.

Job Type: Full-time

Pay: $55,000.00-$60,000.00 per year

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Store discount
• Tuition reimbursement
• Vision care
• Wellness program

Education:

• Secondary School (required)

Work Location: In person