Customer Service Manager

Job summary

The Customer Service Manager oversees the resolution of inventory-related customer concerns and coordinates with vendors to ensure seamless order fulfillment. They are responsible for investigating inventory discrepancies and maintaining strong relationships with suppliers to improve service outcomes.

Job details

Benefits: Bonus based on performance Competitive salary Dental insurance Employee discounts Health insurance Opportunity for advancement Paid time off Training & development Vision insurance About Us Gould’s BrandSource Home Furnishings is one of Northwestern Ontario’s most respected names in home furnishings. Locally owned and operated for over 62 years. We've been a trusted shopping destination for generations, helping families furnish their homes with care, confidence, and quality. Job Summary Gould’s BrandSource Home Furnishings is seeking an experienced and customer-focused Customer Service Manager to join our growing team. In this role, you will be responsible for overseeing the resolution of inventory-related customer concerns, coordinating with vendors and suppliers, and ensuring a seamless customer experience throughout the order fulfillment process. The ideal candidate is an effective communicator, skilled problem solver, and organized leader who thrives in a fast-paced retail environment. You will serve as the primary point of contact for escalated customer issues involving product availability, delayed shipments, damaged merchandise, special orders, and vendor-related concerns. Your success will be measured by your ability to improve customer satisfaction, maintain vendor relationships, and ensure accurate inventory communication across departments. If you enjoy solving complex problems, building strong relationships, and delivering exceptional customer service, we encourage you to apply. Why Join our Team? · Competitive Salary · Comprehensive benefits package · RRSP matching program · Positive and supportive work environment · Opportunity to work with a respected local retailer · Employee discounts on furniture and appliances Responsibilities · Manage and resolve escalated customer service issues related to inventory shortages, delayed orders, backorders, damaged products, and special-order merchandise. · Serve as the primary liaison between customers, vendors and store operations to ensure timely issue resolution. · Investigate inventory discrepancies and collaborate with warehouse, purchasing, and sales teams to identify root causes and corrective actions. · Develop and maintain strong working relationships with vendors to expedite resolutions and improve service outcomes. · Oversee customer service processes and ensure all issues are documented accurately within company systems. · Track and report key customer service and inventory metrics, identifying opportunities for process improvement. · Ensure a high level of customer satisfaction by providing professional, empathetic, and solution-oriented service. · Assist with inventory counts, order reviews, and other operational projects as needed. · Perform additional duties as assigned to support overall store and organizational objectives. Qualifications · Customer service, inventory management, retail operations, or related experience preferred. · Strong understanding of inventory processes, order management, and vendor relations. · Excellent verbal and written communication skills with the ability to handle difficult customer situations professionally. · Proven problem-solving, conflict resolution, and decision-making abilities. · Highly organized with exceptional attention to detail and follow-through. · Proficient in Microsoft Office Suite and inventory management software systems. · Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment. · Positive attitude with a strong commitment to customer satisfaction. · Team-oriented leader capable of working independently and collaboratively across departments. What Success Looks Like · Customer inventory-related issues are resolved quickly and professionally. · Strong partnerships are maintained with vendors and suppliers. · Backorders, shortages, and delivery concerns are communicated proactively and effectively. · Inventory discrepancies are identified and addressed before they impact the customer experience. Join Gould’s BrandSource Home Furnishings and play a key role in ensuring our customers receive the products they need, when they need them, while delivering outstanding service experience every step of the way.

What you’ll do

The Customer Service Manager oversees the resolution of inventory-related customer concerns and coordinates with vendors to ensure seamless order fulfillment. They are responsible for investigating inventory discrepancies and maintaining strong relationships with suppliers to improve service outcomes.

Requirements

The ideal candidate should have experience in customer service, inventory management, or retail operations. Proficiency in Microsoft Office and inventory management software, along with strong communication and problem-solving skills, is required.

Benefits

• Bonus
• Competitive salary
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• RRSP matching program

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Leadership · Preferred
• Attention to detail · Preferred
• Communication Skills · Preferred
• Inventory management · Preferred
• Microsoft Office Suite · Preferred
• Conflict Resolution · Preferred
• Retail operations · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Inventory management
• Retail operations
• Vendor relations
• Order management
• Problem-solving
• Conflict resolution
• Communication skills
• Microsoft Office Suite
• Inventory software
• Leadership
• Data reporting
• Attention to detail
• Time management
• Process Improvement
• Communication
• Coordinating
• Problem Solving
• Prioritization
• Decision Making
• Detail Oriented
• Warehousing
• Microsoft Office
• Sales
• Customer Service
• Positivity
• Inventory Management
• Ability To Meet Deadlines
• Time Off Management
• Vendor Relationship Management
• Conflict Resolution
• Empathy
• Solution-Oriented
• Team Oriented
• Retail Operations
• Retail Sales
• Merchandising
• Purchasing
• Inventory Management System
• Follow Through
• Vision Insurance
• Order Fulfillment Management
• Order Management
• Order Management Systems

Job areas

• Customer Service & Support
• Retail
• Management & Leadership
• Logistics
• Customer Service Manager
• Retail Customer Service Manager
• Retail and Wholesale Trade Managers
• First-Line Supervisors of Office and Administrative Support Workers

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