General Manager – Joint Force Customs

Location: Chilliwack, BC

Position: Full-Time, General Manager

About Joint Force Customs

Joint Force Customs is a growing custom apparel and promotional products company specializing in embroidery, heat-applied graphics, laser work, sewing and alterations, branded apparel, and promotional products.

We work with businesses, organizations, teams, agencies, uniformed professionals and individual customers to bring their ideas to life. Our focus is on quality workmanship, reliable service, strong customer relationships, and finding the best solution for each project.

We are looking for an experienced and hands-on General Manager to oversee the day-to-day operations of Joint Force Customs and help lead the company through its next stage of growth.

The Role The General Manager will be responsible for the overall performance of Joint Force Customs, including sales growth, customer relationships, quoting, operations, workflow, scheduling, and team leadership.

We are looking for someone who will actively look for opportunities to grow the business, develop existing accounts, pursue new customers, and ensure that inquiries and quotes are consistently followed through.

At the same time, the General Manager will oversee the internal operation to ensure the company can deliver what we provide—on time, at the expected quality.

Key Responsibilities

Sales & Business Development

- Take an active role in driving sales and overall revenue growth.
- Develop and execute strategies to grow both new and existing customer accounts.
- Identify potential business, corporate, organizational, government, team, and institutional customers.
- Build long-term relationships with key accounts.
- Proactively follow up on customer inquiries, quotes, previous orders, and potential opportunities.
- Ensure quotes are being followed up on, and opportunities are not being lost due to lack of communication.
- Work with customers to understand their needs and recommend appropriate apparel, promotional products, decoration methods, and solutions.
- Identify opportunities to expand existing accounts into additional products and services.
- Re-engage previous customers and identify opportunities for repeat and recurring business.
- Participate in larger customer meetings, presentations, and account discussions when appropriate.
- Develop relationships with vendors and suppliers to identify new products and opportunities for customers.
- Help establish sales goals and monitor progress toward those goals.
- Track quoting activity, conversion rates, account growth, and other key sales indicators.
- Work with the COO and ownership to identify new markets, services, products, and opportunities.
- Help build a strong sales culture based on customer relationships, responsiveness, follow-up, and service rather than high-pressure selling.

Customer Accounts & Quoting

- Oversee key customer accounts and ensure customers receive consistent communication and service.
- Assist with preparing and reviewing larger or more complex quotes.
- Ensure pricing appropriately reflects product costs, labour, setup, production requirements, and desired margins.
- Help establish consistent quoting and pricing practices.
- Review outstanding quotes and ensure timely follow-up.




- Work with the customer service team to move opportunities from inquiry to quote to confirmed order.
- Resolve escalated customer concerns and maintain strong relationships when challenges arise.
- Ensure customers are kept informed throughout larger or more complex projects.

Operations & Workflow

- Oversee the day-to-day operations of Joint Force Customs.
- Oversee the management and coordination of the workflow across embroidery, heat press/vinyl, laser, sewing/alterations, graphic design, and promotional product orders.
- Ensure jobs move efficiently from initial inquiry and quoting through artwork approval, production, quality control, and completion.
- Monitor workloads, deadlines, production capacity, and job priorities.
- Work with the team to schedule based on customer deadlines, production requirements, and available resources.
- Identify production bottlenecks and implement practical solutions.
- Troubleshoot operational issues and help departments resolve challenges as they arise.
- Ensure equipment, materials, and resources are available to keep production running efficiently.
- Develop and maintain clear procedures and operational standards.

Team Leadership

- Provide day-to-day leadership to the Joint Force Customs team.
- Establish clear expectations and hold employees accountable for performance.
- Coordinate staffing and employee scheduling based on workload and business requirements.
- Coach, train, and develop employees.
- Conduct performance discussions and address employee concerns when required.
- Participate in recruitment, interviewing, hiring, onboarding, disciplinary processes, and termination decisions.
- Encourage communication between sales/customer service, graphic design, and production.
- Maintain a positive, respectful, accountable, and productive workplace culture.
- Ensure employees understand how their individual roles contribute to customer satisfaction and company growth.

Quality & Production Standards

- Maintain high standards for quality and customer satisfaction.
- Ensure appropriate quality-control processes are being followed.
- Help troubleshoot production problems and determine solutions.
- Identify recurring errors or inefficiencies and implement processes to prevent them.
- Ensure equipment maintenance and production procedures are followed.
- Balance production efficiency with quality and customer expectations.

Purchasing, Pricing & Profitability

- Monitor apparel, promotional products, production materials, and commonly used supplies.
- Maintain and develop relationships with suppliers and vendors.
- Review supplier pricing, product availability, freight, and lead times.
- Identify opportunities to improve purchasing and margins.
- Monitor job profitability and ensure pricing reflects the true cost of production.
- Work with ownership and the COO to review sales, labour, expenses, margins, and overall business performance.

Business Growth & Performance





- Take ownership of the overall performance and growth of Joint Force Customs.
- Establish and monitor sales and operational KPIs.
- Identify areas where sales, pricing, workflow, staffing, or purchasing can be improved.
- Help determine where additional equipment, employees, or resources may be required as the business grows.
- Identify opportunities to expand production capabilities and services.
- Bring forward ideas for new products, markets, customer segments, and revenue streams.
- Help create scalable processes that allow the company to grow without sacrificing quality or customer service.

What We're Looking For

- Proven experience in management, sales, business development, operations, or a combination of these areas.
- Demonstrated ability to build and maintain strong customer relationships.
- Comfortable prospecting for new opportunities and developing existing accounts.
- Strong understanding of the importance of sales follow-up and relationship-based selling.
- Experience with quoting, pricing, margins, and account management.
- Strong leadership and people-management skills.
- Highly organized with the ability to manage multiple projects and priorities.
- Solid problem-solving skills and the ability to make decisions.
- Comfortable working in a hands-on environment and assisting different departments when needed.
- Strong written and verbal communication skills.
- Business-minded with an understanding of revenue, costs, margins, productivity, and profitability.
- Comfortable using computers, CRM/order-management systems, email, spreadsheets, and general business software.

Industry Experience – Strong Asset Previous experience within the custom apparel or promotional products industry would be a significant asset.

Related experience may include

- Promotional products
- Custom apparel
- Embroidery
- DTF or heat-applied graphics
- Corporate apparel/uniform programs
- Print or signage
- Laser engraving
- Apparel sourcing and wholesale suppliers
- Graphic production
- Production or manufacturing management

Direct experience operating every type of production equipment is not required. However, familiarity with the custom apparel or promotional products industry and an understanding of how products move from customer inquiry → quote → artwork → production → delivery would be highly valuable. The Person We're Looking For

We're looking for someone who sees themselves as more than a manager.

You are comfortable spending part of your day talking with customers and developing business, and another part working with employees to solve production or operational problems.

You take ownership, follow through, and understand that sales, customer service, production, and profitability are all connected.

Why Join Joint Force Customs?

This is an opportunity to take on a key leadership role within an established and growing local company.

The General Manager will have significant influence over the future of Joint Force Customs, with the opportunity to develop the team, improve operations, strengthen customer relationships, grow sales, and help shape the next stage of the business.

Pay: $60,000.00-$75,000.00 per year

Benefits

- Dental care
- Extended health care
- Vision care

Work Location: In person

📌 General Manager (Chilliwack)
🏢 Joint Force Customs
📍 Chilliwack