Office Operations Manager (Order Management & Fulfillment)

Location: 120 Milani Blvd., Woodbridge (Vaughan), Ontario – On-site

Employment Type: Full-time, Permanent

Salary: $65,000–$70,000 per year

About ITN Food Corporation

ITN Food Corporation is a Canadian food manufacturer, importer, and distributor with more than 30 years of experience serving customers across Canada.

We are seeking an experienced, resourceful, and hands-on Office Operations Manager (Order Management & Fulfillment) to lead our day-to-day office operations function in Woodbridge.

Position Overview

Reporting to the Director of Operations, the Office Operations Manager will lead and manage the team responsible for customer order processing, invoicing, fulfillment coordination, delivery scheduling, operational communication, reporting, and issue resolution.

The primary responsibility is to manage the function, lead the team, establish priorities, monitor execution, coordinate with internal stakeholders, resolve operational issues, and provide timely reporting to Management.

This is also a hands-on leadership role. The successful candidate must be capable of personally processing orders, preparing invoices, resolving discrepancies, and coordinating deliveries when required. However, the role is primarily accountable for the overall performance, accuracy, and effectiveness of the function and team.

Key Responsibilities

Team Leadership & Daily Management

- Lead, supervise, coach, and develop Operations Coordinators and assigned administrative staff.
- Set daily priorities, allocate work, and ensure orders, invoices, deliveries, inquiries, and outstanding matters are completed accurately and on time.
- Monitor workload, productivity, accuracy, responsiveness, and completion of assigned responsibilities.
- Provide training, feedback, coaching, and corrective guidance where required.
- Coordinate schedules, attendance, workload coverage, and backup support.
- Escalate significant service, staffing, workflow, or business risks to the Director of Operations.

Order Management & Fulfillment

- Oversee the complete customer order cycle from receipt through processing, fulfillment, invoicing, dispatch, and delivery.
- Ensure orders received through Spire ERP, Pepperi, email, telephone, and other channels are processed accurately and within required timelines.
- Ensure pricing, quantities, customer information, availability, delivery requirements, and supporting documents are properly reviewed.
- Monitor open orders, back orders, shortages, delayed orders, and priority requirements.
- Coordinate closely with Warehouse, Production, Logistics, Sales, Purchasing, and other departments to keep orders moving.
- Identify potential delays or service issues early and take action to resolve or escalate them.

Hands-On Operational Support

- Personally process sales orders, prepare invoices, resolve discrepancies, and perform operational work when required.
- Provide hands-on support during peak periods, employee absences, urgent customer situations, or operational disruptions.
- Investigate and resolve order, pricing, invoice, quantity, payment, delivery, credit, availability, and documentation discrepancies.
- Maintain accurate customer, order, invoice, delivery,



and operational records in ERP and related systems.
- Step into unresolved issues directly when needed to prevent service delays.

Invoicing & Transaction Accuracy

- Oversee accurate and timely preparation of customer invoices.
- Ensure invoices align with orders, quantities shipped, pricing, credits, returns, delivery records, and approved adjustments.
- Review and resolve invoicing or transaction discrepancies promptly.
- Coordinate with Finance and Sales on pricing, credits, payments, customer accounts, and related matters.
- Identify recurring errors and implement corrective measures.

Logistics & Delivery Coordination

- Oversee daily delivery coordination with Warehouse, Production, company drivers, Logistics, Sales, and third-party carriers.
- Ensure product readiness and order completion before deliveries are finalized.
- Coordinate delivery priorities based on customer commitments, geography, capacity, and operational requirements.
- Monitor delivery progress and address delays, shortages, damages, rejected deliveries, and proof-of-delivery requirements.
- Ensure delivery and driver documentation is complete and properly maintained.

Cross-Functional Coordination & Problem Solving

- Act as a central operational point of coordination between Sales, Warehouse, Production, Logistics, Finance, Purchasing, Quality Assurance, and Management.
- Ensure stakeholders receive clear and timely information on order priorities, shortages, fulfillment, deliveries, and emerging issues.
- Follow up on commitments and action items until resolved.
- Handle operational escalations calmly and professionally.
- Assess issues, identify options, make appropriate decisions, and escalate matters requiring Management involvement.
- Demonstrate resourcefulness and sound judgment when priorities change or unexpected problems arise.

Reporting & Operational Controls

- Provide Management with clear and timely reporting on order volumes, open orders, invoicing, fulfillment status, delivery schedules, shortages, customer issues, team workload, and outstanding matters.
- Highlight exceptions, risks, delays, recurring problems, and decisions requiring Management attention.
- Monitor order accuracy, turnaround times, invoicing errors, delivery performance, and unresolved discrepancies.
- Maintain and improve procedures for order processing, invoicing, fulfillment coordination, delivery scheduling, customer communication, and reporting.
- Identify workflow gaps and recommend practical improvements to accuracy, accountability, efficiency, and service.

Employee Development

- Train employees on ERP systems, order processing, invoicing, fulfillment, delivery coordination, reporting, customer communication, and documentation standards.
- Establish clear expectations and hold employees accountable for results.
- Coach employees toward greater independence, accuracy, ownership,



and problem-solving ability.
- Support onboarding, performance reviews, corrective coaching, and development planning.
- Promote professionalism, teamwork, accountability, and continuous improvement.

Required Qualifications

Experience

- Minimum 4 - 5 years of relevant experience in operations, order management, sales operations, distribution, logistics, manufacturing, customer fulfillment, or a closely related function.
- Minimum 2–3 years of direct experience leading, supervising, or managing a team responsible for order processing, fulfillment, customer operations, logistics coordination, invoicing, or similar transactional work.
- Demonstrated experience assigning priorities, managing workflows, monitoring employee performance, resolving escalations, and ensuring work is completed accurately and on time.
- Strong hands-on experience with customer order processing, invoicing, fulfillment coordination, delivery scheduling, reporting, and operational issue resolution.
- Experience in a fast-paced, high-volume environment with competing priorities.
- Food, CPG, manufacturing, importing, wholesale, distribution, or another physical-product environment is strongly preferred.

Education

- Diploma or bachelor’s degree in Business Administration, Operations, Supply Chain, Logistics, or a related field preferred.
- Relevant practical experience may be considered in place of formal education.

Technical Skills

- Experience with Spire, Oracle, Sage 300, or a comparable ERP system.
- Strong proficiency in Excel, Outlook, Word, and related business applications.
- Ability to prepare, review, analyze, and reconcile operational reports, invoices, transactions, payment records, and supporting documentation.
- Familiarity with CRM, warehouse, transportation, or sales-order systems is an asset.

Leadership & Professional Skills

- Proven ability to lead and manage employees while remaining hands-on when required.
- Strong planning, prioritization, decision-making, and problem-solving ability.
- Resourceful, composed, and effective under pressure.
- Strong communication and cross-functional coordination skills.
- Ability to communicate expectations clearly and hold employees accountable.
- Strong attention to detail without losing sight of broader operational priorities.
- Strong ownership, follow-through, urgency, and customer-service orientation.
- Ability to provide Management with concise updates, conclusions, and recommended actions.

Language

- Fluent English required.
- Punjabi, Hindi, or Urdu is an asset.

Work Schedule

This is a fully in-person, office-based role, Monday to Friday, generally 9:00 a.m. to 5:30 p.m., with additional hours or occasional weekends as operationally required.

Work Location

120 Milani Blvd.

Woodbridge (Vaughan), Ontario L4H 5J9

Perks

- Paid time off
- On-site parking
- Employee discounts
- Training and development opportunities

How to Apply

Candidates with demonstrated experience leading an operational team, managing high-volume order and fulfillment workflows, coordinating across departments, resolving operational problems, and remaining hands-on when required are invited to apply through LinkedIn or submit a resume to [email protected].

📌 Office Operations Manager (Order Management & Fulfillment) (Toronto)
🏢 ITN Food
📍 Toronto