Job Overview:
The Sales Support Specialist is responsible for accurate and timely order execution across Danby's North American channels, including national retail, dealer, e-commerce, hospitality, and B2B accounts. This role manages the full order lifecycle from capture through confirmation and outbound logistics coordination, ensuring orders are fulfilled accurately and on time. The specialist is a key point of contact for day-to-day order activity, working closely with the Sales Support Supervisor, Sales, Supply Chain, and Logistics teams.
Duties and Responsibilities:
Order Entry & Management
- Manages end-to-end order execution, including order entry, order editing, and order confirmation across assigned channels.
- Validates orders against pricing, product availability, and customer compliance requirements prior to processing.
- Manages EDI holds, performs releases, and resolves EDI exceptions in a timely manner.
- Performs product availability checks and communicates substitutions, backorder status, or alternative options to Sales and customers.
- Processes part’s orders and manages small order requests as required.
- Maintains accurate order records in Oracle NetSuite and the CRM.
Outbound Logistics Coordination
- Creates and releases picks in NetSuite to initiate order fulfillment at DCs and 3PL partners.
- Prepares and submits routing requests in accordance with customer routing guides and compliance requirements.
- Supports truckload planning and order consolidation to meet customer delivery windows and minimize freight costs.
- Monitors outbound shipment status and proactively communicate delays or exceptions to Sales and customers.
- Coordinates with DC and 3PL contacts to resolve pick, pack, and ship exceptions.
Customer & Channel Support
- Serves as the day-to-day order management contact for assigned accounts, responding to inquiries within SLA timelines.
- Proactively communicates order status, inventory updates, and delivery expectations to customers and internal Sales teams.
- Resolves order discrepancies, short-ship issues, and delivery exceptions with a sense of urgency and accuracy.
- Supports seasonal volume spikes by managing increased order volumes and expedite requests effectively.
Data Accuracy & CRM Maintenance
- Maintains accurate and up-to-date records in the CRM for all order activity, customer notes, and service interactions.
- Identifies and escalates pricing, product, or compliance discrepancies to the Supervisor.
- Follows established SOPs and work instructions for all order and logistics tasks.
- Supports reporting on order accuracy, cycle times, and open order status as required.
Education, Training and Qualifications:
- Post-secondary diploma or degree in Business, Supply Chain, or related field; equivalent experience considered.
- 1-3 years of experience in order management, customer service, or sales support in a product distribution or retail environment.
- Experience with EDI order processing is an asset.
Skills and Abilities:
- Experience with order management or ERP systems; Oracle NetSuite experience is an asset.
- Familiarity with EDI workflows
- Strong attention to detail and accuracy in order entry and data management.
- Effective written and verbal communication skills; able to manage customer interactions professionally.
- Ability to prioritize and manage a high volume of orders in a fast-paced environment.
- Proficiency in Microsoft Excel and standard office tools.
- Team player with a proactive, solution-oriented approach to problem-solving.
- Comfortable leveraging AI-enabled productivity tools (e.g., Microsoft Copilot or similar) to improve efficiency, analyze information, draft communications, and support day-to-day administrative tasks.
- Demonstrates curiosity and adaptability in adopting new technologies and continuously improving processes.
Working Conditions:
- Hybrid role based out of the Guelph, ON office; work on-site Tuesday, Thursday, and Friday, with the option of working from home on Monday and Wednesday.
- Standard business hours; occasional extended hours during peak seasons (Back-to-School, Black Friday, Summer Peaks).
- Regular collaboration with Sales Support Supervisor, Sales, Supply Chain, Logistics, and Finance teams.
- No travel is required.
Danby is an equal opportunity employer, we are committed to an inclusive, equitable and accessible workplace. Accommodations are available upon request in all aspects of the recruitment process. Please check out our careers website to see what opportunities might interest you at, www.danby.com/careers.
We are committed to a fair and transparent hiring process in accordance with Ontario employment legislation, including pay transparency requirements. Artificial intelligence may be used to support certain stages of recruitment; however, all hiring decisions involve human review. We welcome applications from all qualified candidates and provide accommodations upon request.
Job Type: Full-time
Pay: $46,000.00-$55,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Vision care
- Work from home
Ability to commute/relocate:
- Guelph, ON: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Guelph, ON
