About Us For more than 35 years, TMC Restoration has been one of Ontario's leading furniture restoration companies, specializing in premium upholstery, wood refinishing, antique restoration and repairs. Our sister company, Chisel & Awl, designs and builds custom furniture for homes throughout the GTA.

Every project is unique, and many of the pieces we work on carry significant sentimental value. We believe exceptional craftsmanship deserves exceptional communication.

We're looking for someone who can become a trusted voice of our company.

About the Role

This is not a traditional customer service position.

We're looking for a confident, organized and personable professional who enjoys taking ownership, solving problems and building customer relationships.

As our Customer Experience Manager, you'll become a primary point of contact for customers after they've committed to a project. You'll guide them through the restoration or custom furniture process, provide updates, coordinate approvals, manage service requests and ensure they feel informed and confident throughout their experience.

This is a hands-on role with significant responsibility and independence. While it does not currently involve supervising employees, we're looking for someone who demonstrates leadership through initiative, sound judgment and accountability.

Some customer conversations are exciting. Others are challenging. Your responsibility is to build confidence in both.

What You'll Be Responsible ForCustomer Experience

- Build strong customer relationships throughout the restoration or custom furniture process.
- Proactively communicate project updates, delays and changes.
- Coordinate customer viewings, selections and approvals.
- Respond professionally and promptly to customer calls, emails and walk-in visits.
- Resolve customer concerns with empathy, confidence and sound judgment.
- Set realistic expectations and confidently communicate company policies,



including politely declining unreasonable requests when necessary.

Service & Warranty Management

- Take ownership of customer service and warranty requests from initial contact through resolution.
- Investigate concerns thoroughly, gathering relevant information, photos and documentation.
- Work with Production and Management to determine appropriate solutions.
- Communicate decisions clearly and professionally, including when a request falls outside our warranty or service obligations.
- Follow through to ensure customer concerns are properly resolved and documented.

Chisel & Awl Project Coordination

- Manage customer communication throughout custom furniture projects.
- Coordinate drawings, finish selections, approvals and other project details.
- Follow up with customers, suppliers and internal departments to keep projects moving.
- Identify potential delays or outstanding decisions and take initiative to address them.
- Ensure customers understand the status of their projects and the next steps.

Organization & Internal Coordination

- Maintain accurate, organized and up-to-date customer files.
- Manage multiple active projects while ensuring commitments and follow-ups are completed.
- Coordinate effectively with Sales, Production, Dispatch and Management.
- Identify recurring customer service issues and recommend practical improvements.
- Take ownership of problems rather than simply passing them along to someone else.

We're Looking For Someone Who...

- Naturally puts people at ease and builds trust.
- Communicates exceptionally well, both verbally and in writing.
- Is confident and diplomatic,



including when delivering difficult messages or saying no.
- Is highly organized and comfortable managing numerous active projects simultaneously.
- Demonstrates initiative, sound judgment and strong problem-solving skills.
- Remains calm, qualified and solution-oriented under pressure.
- Takes accountability for results and follows through without constant supervision.
- Understands the importance of balancing customer satisfaction with company policies and operational realities.
- Enjoys working collaboratively while being capable of making independent decisions.
- Has experience managing customer relationships, coordinating projects or resolving complex customer concerns.

Experience in a premium service environment is an asset, but not required. We're more interested in your communication skills, judgment, organization and ability to take ownership than in experience within a particular industry. Compensation & Schedule

- 60,000–68,000 annually, depending on experience
- Full-time, permanent position
- Monday to Friday
- On-site in Brampton, Ontario
- Opportunities for professional development and long-term growth

Why This Role Is Different This position isn't simply about answering phones or responding to customer inquiries.

It's about taking ownership and creating confidence.

Our customers entrust us with family heirlooms, cherished furniture and custom pieces that often represent significant financial and sentimental investments.

We're looking for someone who can combine warmth with confidence, organization with initiative, and excellent customer service with practical business judgment.

If you're someone who enjoys building relationships, solving problems and taking responsibility for getting things done, we'd love to hear from you.

Pay: $58,000.00-$68,000.00 per year

Benefits

- Casual dress
- Company events
- On-site parking

Work Location: In person

📌 Customer Experience Manager (Brampton)
🏢 TMC Restoration
📍 Brampton