Apply on Kit Job: kitjob.ca/job/2jvlha

Welcome Home!

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We’re more than Canada’s largest independent hardware and building supplies retailer—we’re part of communities across the nation.

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Drive Performance. Support People. Improve Processes.

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As the Customer Service Supervisor, you will provide first-level leadership to the team, ensuring Dealer requests, escalations, and operational challenges are resolved efficiently and professionally. This role supports Team Member performance through coaching, quality assurance, and ongoing feedback, while maintaining service excellence and operational efficiency. Led by the Assistant Manager, this opportunity suits a technically proficient, customer-focused leader who excels at team development, cross-functional collaboration, and continuous improvement.

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Ready to make an impact in a new role? Here’s how:

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- Support the day-to-day operations of the St. Jacobs Dealer Services department, providing leadership, direction, and guidance to ensure service standards, team performance, and departmental processes are consistently maintained.
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- Act as the first point of escalation for Team Members, providing hands-on support, troubleshooting complex issues, and ensuring timely resolution of Dealer concerns.
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- Coach, mentor, and support Team Members through ongoing performance feedback, quality assurance practices, and development opportunities to foster a high-performing customer service team.
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- Partner closely with Dealers, internal departments, and key stakeholders to investigate issues, resolve escalations, and deliver effective solutions.
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- Leverage strong technical proficiency across systems and tools to support issue resolution, team effectiveness, and operational efficiency.
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- Review workflows,



service trends, and operational challenges to identify opportunities for process improvement, optimization, and enhanced service delivery.
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- Provide investigative problem-solving support on complex issues, identifying root causes and implementing practical solutions.
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- Support the Dealer Services Assistant Manager through project participation, departmental initiatives, and continuous improvement efforts.
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nWe’re looking for:n

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- Post-secondary education in Business, Communications, or a related field is considered an asset.
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- Three to five years of experience in a customer service, call center, or support environment, with at least two years in a leadership or supervisory capacity.
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- Proven ability to lead, motivate, coach, and develop a team while supporting performance management, quality assurance, and ongoing feedback.
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- Strong escalation management skills, with the ability to investigate issues, troubleshoot effectively, and drive timely resolution.
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- Excellent written and verbal communication skills, with the ability to professionally support customers, Team Members, and internal stakeholders; bilingualism (French/English) is considered an asset.
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- Solid technical proficiency, including experience with business systems, CRM platforms, Microsoft Office applications, and other operational support tools.
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- Demonstrated ability to collaborate cross-functionally with internal stakeholders to resolve issues, improve service delivery, and support operational goals.
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- Advanced organizational, analytical, investigative, and problem-solving skills, with a focus on identifying root causes and implementing practical solutions.
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- Experience reviewing workflows, identifying process improvement opportunities, and contributing to operational efficiency.
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- Ability to manage competing priorities, adapt to changing business needs, and perform effectively under pressure.
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- Understanding of Warehouse, Dealer Services, and Corporate Home Hardware operations is an asset.
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- Ability to work additional or varied hours as required to fulfill the responsibilities of the position.
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- Ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.
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nHow we’ll make you feel at HomenOur Team Members enjoy life at Home with our strong culture of support and inclusion, excellent benefits, and a team that always has your back. You will receive:n

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- The expected starting salary range for this role isn$57,600 – $75,600n; the final offer will reflect relevant skills and experience.
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- Eligible for the annual bonus program.
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- Comprehensive Benefits Program including:
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- Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
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- Defined Contribution Pension Plan with Company Match, and choice of contribution level.
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- Group RRSP.
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- Discount at our Corporate Retail Store in St. Jacobs

Apply on Kit Job: kitjob.ca/job/2jvlha

📌 Customer Service Supervisor (St. Jacobs)
🏢 Home Hardware Stores
📍 St. Jacobs