Bilingual Branch Operations Supervisor

Cornerstone Building Brands, Inc.; Ottawa; On-site; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Sales Incentive Plan (SIP)

Job summary

Cornerstone Building Brands, Inc. is seeking a Supervisor, Branch Operations (Bilingual) for our Ottawa, ON location.

This on-site role oversees customer service, branch administration, and operational processes, ensuring alignment with national standards and a high-quality customer experience. You will lead Customer Service Representatives, manage inventory, purchasing approvals, and CRM documentation, while coordinating with Sales and Warehouse teams.

Qualifications

• 3–5 years of experience in branch operations, customer service leadership, distribution, or related operational management roles.

Responsibilities

• 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.
• 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.
• Approve or deny requests that impact order sequencing, capacity, or fulfillment plans within established authority levels.
• 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.
• Approve or deny operational exceptions within defined authority limits.
• Maintain compliance with established authority and escalation frameworks.
• 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.
• Maintain documentation and audit compliance for all purchasing activities.
• Prevent unauthorized purchase commitments or issuance of purchase orders without proper approvals.
• Oversee branch inventory administration in partnership with Warehouse leadership.
• Support inventory accuracy and compliance with company procedures.
• Monitor inventory-related exceptions and coordinate corrective actions when required.
• Ensure inventory transactions are accurately documented and reconciled.
• Own shipment confirmation and invoicing processes within the ERP system.
• Ensure shipment confirmations, invoicing, and ASN creation are completed promptly following physical shipment.
• Validate shipment quantities, dates, and documented exceptions before invoice release.
• Maintain accurate records supporting customer orders and fulfillment activities.
• Maintain oversight of daily cash handling activities and bank deposits.
• 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.
• Support branch compliance with financial control procedures.
• 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.
• Monitor recurring exceptions and support reporting efforts to identify trends and improvement opportunities.
• Support implementation of process improvements that enhance service, efficiency, and compliance.
• Ensure branch operations remain aligned with national standards and approved operating procedures.

Skills

French-English bilingual

Leadership

Communication skills

ERP experience

CRM experience

Problem solving

Tools

ERP systems

CRM systems

Job description

Cornerstone Building Brands, Inc. is seeking a Supervisor, Branch Operations (Bilingual) for our Ottawa, ON location.

This on-site role oversees customer service, branch administration, and operational processes, ensuring alignment with national standards and a high-quality customer experience. You will lead Customer Service Representatives, manage inventory, purchasing approvals, and CRM documentation, while coordinating with Sales and Warehouse teams.