Job Title: Department Manager, Customer Experience

Location: Toronto, ON (Vaughan Showroom) with occasional travel to Islington Showroom.

Job Type: Full-Time, Permanent

Compensation: $60,000 – $80,000 annually

Posting Type: Existing Vacancy

ABOUT ATLAS TOOLS AND MACHINERY

Atlas Tools and Machinery is a proud, family-owned Canadian business, now in its third generation and dedicated to delivering exceptional customer experiences since 1954. As a trusted provider of industrial supplies, we take pride in our expertise and in offering high-quality products at competitive prices. We are dedicated to ensuring our tradespeople have the tools and service they need to help build and shape the infrastructure of our local communities.

At Atlas, we value your enthusiasm, creativity, and entrepreneurial spirit. Our culture is focused on collaboration, respect, innovation, and a shared dedication to driving success. We are committed to creating a supportive and growth-oriented workplace where you will continue to learn, grow, and build a career that is both challenging and rewarding.

ROLE OVERVIEW

We are looking for a people-first leader who believes that strong teams create exceptional customer experiences. This role is focused on developing people — coaching, supporting, and challenging team members to grow while fostering a culture built on trust, accountability, and open feedback.

Reporting to the Showroom Manager, this leader is responsible for guiding a department within the store while working alongside their team to deliver a customer experience that truly stands out. They lead with care and honesty, provide consistent and timely feedback, and create an environment where initiative and ownership are encouraged.

Deep product expertise is not required. What matters most is a genuine investment in people, the ability to build strong teams, and a passion for shaping an in-store experience that customers remember.

AN IDEAL CANDIDATE WILL BE SOMEONE WHO

• Takes Ownership & Accountability

• Proactive, solution-oriented, and drives results without needing constant oversight.

• Customer-centric

• Focused on building long-term relationships and delivering exceptional customer service.

• Demonstrates Business Acumen

• Understands sales, margins, performance metrics, and operational priorities.

• Confident & Adaptable

• Makes informed decisions and can adapt quickly to changing business requirements.

• Hands-On & Engaged

• Leads by example, actively supports the team, and remains visible on the floor.

Responsibilities

• Coach and develop associates through regular 1-on-1s, feedback, and individualized development plans

• Set clear quarterly goals with your team and track progress against key performance metrics

• Work alongside your team on the sales floor to identify coaching opportunities and build customer confidence

• Apply and teach the 3Ps sales model in real customer interactions

• Monitor department KPIs and use insights to drive team development and overall performance

• Collaborate with purchasing, marketing, and vendor partners on promotions, events, and merchandising strategies

• Ensure the showroom floor is well organized, fully stocked, and properly merchandised at all times

• Support store opening and closing responsibilities and maintain strong floor coverage

• Respond with urgency to customer inquiries and phone calls, modelling the standard for your team

Qualifications and Skills

• 3+ years of people leadership experience in a retail or customer-facing environment

• A proven track record of developing people — not just managing them

• Comfort owning business results: sales performance, margins, and operational KPIs

• A hands-on, visible leadership style — you lead by example, not from the sidelines

• Adaptability and decisiveness when business priorities shift

• Genuine enthusiasm for creating an in-store experience that customers remember

• Product knowledge in tools or industrial supply is a plus, not a requirement

WHY ATLAS?

• Associate Discount

• Performance Bonus

• Comprehensive health care benefit plan.

• Discount at Joe’s cafe.

• Fitness centre.

• The chance to be part of a business that has proudly served the trades community for over 70 years

IMPORTANT DETAILS

Locations: Travel between 111 Creditview Rd, Vaughan, and 871 Islington Ave N, Toronto is required.

Vacancy: This position is being posted to fill an existing vacancy.

Compensation: Actual salary may vary depending on candidate's skills, education, experience, working conditions, and the local labour market.

AI in Hiring: Our recruitment process may involve AI-assisted tools. Final screening, assessment, and selection decisions are made by our hiring team.

At Atlas, we are committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Atlas is an equal opportunity employer that considers applicants without regard to age, race, colour, national origin, citizenship, religion, creed, gender, sexual orientation, marital requirements, disability, or any other protected status. We conduct our business with the highest ethical standards. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and our AODA policy, a request for accommodation will be accepted as part of the hiring process. If you are an individual who has a disability that requires accommodation to apply, please send an email with your accommodation needs to careers@atlas-machinery.com or directly to the lead recruiter in this process.