Customer Service Manager

Socket.dev; Dryden; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Bonus based on performance

Competitive salary

Dental insurance

Employee discounts

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Job summary

Gould’s BrandSource Home Furnishings in Northwestern Ontario is seeking an experienced and customer-focused Customer Service Manager to oversee inventory-related customer concerns, coordinate with vendors and suppliers, and ensure a seamless order fulfillment process.

The ideal candidate is an effective communicator, skilled problem-solver, and organized leader who thrives in a fast-paced retail environment, serving as the primary contact for escalated issues such as product availability,

Qualifications

• Customer service, inventory management, retail operations experience preferred.
• Strong understanding of inventory processes, order management, and vendor relations.
• Excellent verbal and written communication skills.
• Proven problem-solving, conflict resolution, and decision-making abilities.
• Highly organized with attention to detail and follow-through.
• Proficient in Microsoft Office Suite and inventory management software.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Positive attitude with a strong commitment to customer satisfaction.
• Team-oriented leader capable of working independently across departments.

Responsibilities

• Manage and resolve escalated customer service issues related to inventory shortages, delayed orders, backorders, damaged products, and special-order merchandise.
• Serve as the primary liaison between customers, vendors and store operations to ensure timely issue resolution.
• Investigate inventory discrepancies and collaborate with warehouse, purchasing, and sales teams to identify root causes and corrective actions.
• Develop and maintain strong working relationships with vendors to expedite resolutions and improve service outcomes.
• Oversee customer service processes and ensure all issues are documented accurately within company systems.
• Track and report key customer service and inventory metrics, identifying opportunities for process improvement.
• Ensure a high level of customer satisfaction by providing professional, empathetic, and solution-oriented service.
• Assist with inventory counts, order reviews, and other operational projects as needed.
• Perform additional duties as assigned to support overall store and organizational objectives.

Skills

Customer service

Inventory management

Retail operations

Vendor relations

Communication skills

Problem solving

Organization

MS Office

Tools

Inventory management software

Job description

Benefits:

• Bonus based on performance
• Competitive salary
• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

About Us

Gould’s BrandSource Home Furnishings is one of Northwestern Ontario’s most respected names in home furnishings. Locally owned and operated for over 62 years. We've been a trusted shopping destination for generations, helping families furnish their homes with care, confidence, and quality.

Job Summary

Gould’s BrandSource Home Furnishings is seeking an experienced and customer-focused Customer Service Manager to join our growing team. In this role, you will be responsible for overseeing the resolution of inventory-related customer concerns, coordinating with vendors and suppliers, and ensuring a seamless customer experience throughout the order fulfillment process.

The ideal candidate is an effective communicator, skilled problem solver, and organized leader who thrives in a fast-paced retail environment. You will serve as the primary point of contact for escalated customer issues involving product availability, delayed shipments, damaged merchandise, special orders, and vendor-related concerns. Your success will be measured by your ability to improve customer satisfaction, maintain vendor relationships, and ensure accurate inventory communication across departments.

Why Join our Team?

• Competitive Salary
• Comprehensive benefits package
• RRSP matching program
• Positive and supportive work environment
• Opportunity to work with a respected local retailer
• Employee discounts on furniture and appliances

Responsibilities

• Manage and resolve escalated customer service issues related to inventory shortages, delayed orders, backorders, damaged products, and special-order merchandise.
• Serve as the primary liaison between customers, vendors and store operations to ensure timely issue resolution.
• Investigate inventory discrepancies and collaborate with warehouse, purchasing, and sales teams to identify root causes and corrective actions.
• Develop and maintain strong working relationships with vendors to expedite resolutions and improve service outcomes.
• Oversee customer service processes and ensure all issues are documented accurately within company systems.
• Track and report key customer service and inventory metrics, identifying opportunities for process improvement.
• Ensure a high level of customer satisfaction by providing professional, empathetic, and solution-oriented service.
• Assist with inventory counts, order reviews, and other operational projects as needed.
• Perform additional duties as assigned to support overall store and organizational objectives.

Qualifications

• Customer service, inventory management, retail operations, or related experience preferred.
• Strong understanding of inventory processes, order management, and vendor relations.
• Excellent verbal and written communication skills with the ability to handle difficult customer situations professionally.
• Proven problem-solving, conflict resolution, and decision-making abilities.
• Highly organized with exceptional attention to detail and follow-through.
• Proficient in Microsoft Office Suite and inventory management software systems.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Positive attitude with a strong commitment to customer satisfaction.
• Team-oriented leader capable of working independently and collaboratively across departments.

What Success Looks Like

• Customer inventory-related issues are resolved quickly and professionally.
• Strong partnerships are maintained with vendors and suppliers.
• Backorders, shortages, and delivery concerns are communicated proactively and effectively.
• Inventory discrepancies are identified and addressed before they impact the customer experience.