Cornerstone Building Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.we serve residential and commercial customers across the new construction and Repair & Remodel (R&R;) markets. Our market-leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories.

Cornerstone Building

Brands’s broad, multi-channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play.

Our continued focus on operational excellence has set the industry benchmark for service, quality, performance and design, backed by the best in class lifetime warranty. As a coast to coast distributor of premium exterior building products we are the link between architects, builders and installers providing an endless variety of business and design solutions. As part of the Cornerstone Building Brands family, we are the largest manufacturer of exterior building products in North America.

Our Canadian made vinyl siding has the largest and boldest colour palette in the industry and our colour matched aluminium, shake, stone, and accessories provide the perfect complements and finishing touches to any project.

Cornerstone Building

Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.we serve residential and commercial customers across the new construction and Repair & Remodel (R&R;) markets. Our market-leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories.

Cornerstone Building

Brands’s broad, multi-channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play.

Our continued focus on operational excellence has set the industry benchmark for service, quality, performance and design, backed by the best in class lifetime warranty. As a coast to coast distributor of premium exterior building products we are the link between architects, builders and installers providing an endless variety of business and design solutions. As part of the Cornerstone Building Brands family, we are the largest manufacturer of exterior building products in North America.





Our Canadian made vinyl siding has the largest and boldest colour palette in the industry and our colour matched aluminium, shake, stone, and accessories provide the perfect complements and finishing touches to any project. The Supervisor, Branch Operations is accountable for the disciplined execution of customer service, branch administration, and operational processes at the branch level. This role serves as the operational control point for branch activities, ensuring consistent application of national standards, effective coordination between Customer Service, Sales, and Warehouse teams, and delivery of a high-quality customer experience.

The Supervisor, Branch Operations is responsible for operational planning, customer communication standards, inventory administration oversight, purchase order approvals, invoicing controls, cash handling oversight, CRM documentation, and issue resolution. The role provides leadership to Customer Service Representatives while ensuring customer commitments align with operational capacity and approved business processes. This position does not own sales revenue or pricing strategy but plays a critical role in protecting service levels, operational efficiency, margin, compliance, and customer satisfaction.

Customer Service

Leadership & Communication Lead, coach, develop, and support Customer Service Representatives. Establish and maintain customer communication standards to ensure consistent messaging and service delivery. Ensure appropriate service coverage and adherence to company policies, procedures, and documentation standards.

Serve as the primary escalation point for customer service concerns and operational issues. Support resolution of customer concerns while balancing customer expectations with operational realities.

Operational

Planning & Control Own weekly shipping and fulfillment planning activities. Validate customer wanted-on dates against established lead times and warehouse capacity. Prioritize orders based on approved planning criteria and operational requirements.

Coordinate with Warehouse leadership to ensure alignment between customer commitments and operational execution. Escalate sustained capacity constraints, service risks, or operational conflicts to Regional Sales Operations leadership as required. Support freight optimization initiatives, including zone-based shipping strategies where appropriate.

Decision

Ownership & Escalation Management Serve as the escalation point for customer urgency requests, service disruptions, and operational conflicts. Escalate high-risk, precedent-setting, or non-standard requests to appropriate leadership. Approve purchase orders exceeding Customer Service Representative authority levels.





Ensure customer approvals, signed confirmations, and deposits are obtained before purchase order issuance where required. Ensure local purchasing activities comply with approved supplier lists, pricing structures, authorization limits, and company policies.

Inventory

Administration & Operational Controls Oversee branch inventory administration in partnership with Warehouse leadership. Ensure shipment confirmations, invoicing, and Advance Shipping Notice (ASN) creation are completed promptly following physical shipment. Maintain accurate records supporting customer orders and fulfillment activities.

Ensure deposits are completed accurately, documented appropriately, and submitted in accordance with company policy. Verify deposits related to customer orders prior to order release or purchase order issuance where applicable. CRM Documentation & Compliance Ensure CRM remains the system of record for customer communication, approvals, exceptions, and operational decisions.

Maintain accurate and timely documentation of customer interactions and branch decisions. Ensure all customer-facing decisions, approvals, and exceptions are recorded within the same business day. Document exception rationale, customer acknowledgments, actions taken, and outcomes.

Coordinate corrective actions with Customer Service and Warehouse teams as required. Lead resolution and closure of customer service issues. Safety, Training & Continuous Improvement Complete required safety training and maintain First Aid/CPR certification where required.

Identify recurring operational challenges and participate in continuous improvement initiatives. Support implementation of process improvements that enhance service, efficiency, and compliance. Ensure branch operations remain aligned with national standards and approved operating procedures.

Key Performance

Indicators (KPIs) Customer service responsiveness and satisfaction Escalation quality and timeliness Policy, procedure, and authority compliance CRM documentation compliance Safety compliance and training completion 3–5 years of experience in branch operations, customer service leadership, distribution, or related operational management roles. ~ Demonstrated experience leading and developing employees in a customer-focused environment. ~ Strong organizational, planning, and problem-solving skills. ~ Experience working with ERP and CRM systems. ~ Ability to manage multiple priorities in a quick-paced environment. ~ Working knowledge of inventory, purchasing, invoicing, and branch administrative processes. ~ Full proficiency in both French and English Operational Planning and Execution Customer Service Excellence Continuous Improvement Financial and Administrative Controls This is a fully on-site position based out of our Ottawa Branch location: Mitten Building Products, 1000 Last Mile Dr, Unit 4, Ottawa, ON K1G 6Y1, Canada We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process.

📌 Supervisor, Branch Operations - Bilingual (Ottawa)
🏢 Cornerstone Building Brands
📍 Ottawa