Buckwold Western Ltd., a privately owned wholesale distributor of flooring materials in Western Canada, is seeking a skilled Customer Service Manager to join our team. Based at our Head Office in Saskatoon, Saskatchewan, you will lead and inspire a team dedicated to delivering exceptional customer service. This role requires someone with strong leadership, communication, problem-solving, and IT skills to drive customer satisfaction and operational excellence.

Responsibilities :

- Manage Customer Service Operations _
- Ensure efficient, high-quality customer service aligned with company goals
- Create staffing schedules and manage resources to maintain service standards
- Foster a customer-centric culture, ensuring positive customer experiences
- Develop Customer Service Strategies _
- Use data analytics to identify customer preferences and optimize service delivery
- Develop strategies for each step of the customer journey, from order placement to delivery scheduling
- Hire and Train Customer Service Staff _
- Lead the recruitment, training, and development of customer service representatives
- Design training programs and assessments to ensure staff are equipped with necessary skills
- Set and Monitor Service Standards _
- Track performance through order monitoring, call reviews, and customer engagement
- Continuously evaluate and adjust service standards to ensure continuous improvement




- Resolve Customer Complaints _
- Handle escalated customer issues, collaborating with departments such as sales, operations, credit, and finance to resolve them effectively
- Collaborate Across Departments _
- Work closely with sales, procurement, operations, and IT teams to align service operations with company objectives
- Identify and address any issues that may impact customer experience

Qualifications :

- Bachelor's degree in business administration, marketing, operations management, or a related field (preferred)
- Proven experience in customer service or a similar field
- Robust interpersonal communication and leadership skills
- A customer-focused mindset, with tact, patience, and persuasion to build relationships
- Proficiency in IT and customer management software systems
- Experience managing teams, including mentoring, performance management, and delegation
- Ability to remain calm and make decisions that resolve issues effectively

We appreciate all applicants for their interest. Only those selected for an interview will be contacted.

Ability to commute/relocate:

- Saskatoon, SK S7K 8H4: reliably commute or plan to relocate before starting work (preferred)

Education :

- Bachelor's Degree (required)

Experience :

- Leadership: 1 year (required)
- Customer service: 1 year (required)

Work Location: In person

📌 Customer Service Manager (Saskatoon)
🏢 Buckwold Western
📍 Saskatoon