Company Description Founded in 1987, Donut Time / Concord Bakery is a trusted wholesale bakery manufacturer serving retailers and foodservice partners across North America. Based in Concord, Ontario, we operate multiple facilities that are SQF Level 2 , kosher, and peanut-free certified. Producing bakery products that meet the highest standards of quality, safety, and consistency. Our portfolio goes beyond donuts to include a wide range of fresh and frozen bakery products, available in multiple formats to support retail, private label, and foodservice programs. With decades of experience, scalable production, and dependable fulfillment, Donut Time partners with customers looking for a reliable bakery supply built for long-term scalable growth

Role Description Donut Time / Concord Bakery is looking to expand & grow our team by adding a Sales and Customer Service Coordinator to support our ongoing effort to drive meaningful sales growth & market penetration. Reporting directly to the VP of Sales, this role will be responsible for supporting Donut Time’s retail & foodservice sales accounts and customer growth initiatives. This position is an in person role at our Head Office.

Responsibilities

1. Email & Communication Management Monitor and manage customer facing inboxes as assigned, responding promptly and professionally to all customer, internal, and third-party inquiries. Act as the first point of contact for customer concerns, order inquiries, delivery updates, and product questions, ensuring timely resolution or escalation as needed. Maintain detailed communication logs and ensure follow-ups are completed within service level expectations.

2. Customer Support & Relationship Management Serve as a reliable and knowledgeable contact for customers, ensuring their needs are met through consistent, accurate, and friendly communication. Proactively inform customers of order statuses, backorders, shipping delays, or issues, offering solutions and alternative options when possible. Maintain up-to-date records of customer preferences, requirements, and purchase history to provide personalized service. Support onboarding of new customers by providing documentation, order templates, portal instructions, and product information. Handle and track customer complaints or quality concerns, collaborating with quality assurance and operations to investigate and resolve issues efficiently. Work hand in hand with the sales team to support key accounts, contributing to customer retention and satisfaction.

3. Order Management Manually process and enter POs for non-EDI customers, verifying product codes, quantities, ship dates, and pricing. Review and validate EDI orders to ensure complete and accurate transmission; troubleshoot and resolve issues in collaboration with IT and operations. Maintain master order tracking sheets and coordinate with warehousing and shipping teams to ensure on-time fulfillment.

4. Portal & Data Administration Update and maintain listings and product information in Eccnet, GS1 and other retailer platforms (e.g., Loblaw, Walmart, Sobeys), and distributor portals. Ensure customer documentation, certifications, and product specs are current and properly filed. Fill out and submit new item & seasonal product submissions to customers as required. Manage the new customer set up process, ensuring all required documentation is accurate, complete and submitted on item.

5. Sales Support & Trade Show Preparation Manage the preparation and delivery of product samples for customers, brokers, and promotional events. Coordinate materials, shipping, and administrative tasks related to trade shows, sales meetings, and customer presentations. Assist with event planning logistics, registration, and follow-up reporting.

6. Reporting & Compliance Support Generate weekly reports on order volume, customer activity, and delivery KPIs. Track open orders, shipment statuses, and customer support cases to identify trends and potential issues. Help ensure customer-specific requirements (e.g., labeling, documentation, sustainability policies) are met consistently.

7. Administrative & Cross-functional Support Support the Vice President of Sales with calendar coordination, presentation materials, expense tracking, and special projects. Collaborate with cross-functional teams including logistics, operations, finance, and quality assurance to ensure customer satisfaction and smooth internal workflow. Proactively suggest process improvements to streamline order management and communication.

8. Other Duties as Assigned Take on additional projects and tasks to support the Sales team and company goals, as directed by leadership.

Qualifications College or University degree in Business or related field. 2–5 years of experience in the CPG industry, preferably in similar sales supporting roles for food manufacturing (bakery experience is a plus) Team-oriented with a positive, proactive attitude. Strong analytical and problem-solving skills and an effective communicator comfortable in customer-facing conversations Excellent verbal and written/email communication Capability to manage multiple projects simultaneously in a priority sequence within a fast-paced dynamic environment with accuracy. Detail oriented and a strong collaborator, with ability to support cross-functional teams High level of proficiency with MS Office Applications – particularly Excel, PowerPoint, Teams and management of 3rd party customer portals Strong command of Canva and knowledge of basic website building & maintenance This is a full-time on-site position that reports directly to the VP of Sales Work Location: On-site, Concord, Ontario

Salary Range: $60,000-$75,000 (Based on Experience)