Customer Service Manager

Uncle Wiener Wholesale; Edmonton; On-site; CAD 65,000 - 90,000; Full time

Job summary

Uncle Wiener’s Wholesale in Edmonton seeks a dynamic Customer Service Manager to lead the support team and enhance client satisfaction. You will oversee daily operations, develop service strategies, and promote a positive culture that rewards proactive problem solving.

The role requires strong leadership, excellent communication, and the ability to balance customer needs with company policies while protecting margins.

Qualifications

• Strong leadership qualities with previous supervising experience in a customer service setting.
• Exceptional customer service skills with a focus on building lasting client relationships.
• Strong communication and problem-solving skills
• Negotiation skills to resolve conflicts amicably while maintaining company interests.
• Previous customer service experience required
• Ability to stay calm and professional when dealing with upset customers.
• Strong attention to detail and follow-up skills.
• Comfortable using email, spreadsheets, order systems, and tracking documents.
• Ability to work with suppliers, factories, and internal departments.
• Organized, dependable, and able to manage multiple issues at once.

Responsibilities

• Lead, supervise, and motivate the customer service team to deliver exceptional support experiences.
• Manage customer inquiries, complaints, and feedback through various channels, ensuring timely resolution.
• Coordinate with other departments to address customer needs and facilitate seamless service delivery.
• Negotiate with clients when necessary to resolve conflicts or customize solutions that meet their needs.
• Handle customer complaints in a professional and respectful manner
• Investigate customer issues and work toward fair, practical solutions.
• Communicate with factories, suppliers, and internal teams about warranty claims, missing parts, damaged items, and replacements.
• Track parts, replacement items, and customer service cases from start to finish.
• Follow up with customers to keep them updated on the status of their issue.
• Maintain clear records of complaints, claims, replacement requests, and resolutions.
• Work with store teams, warehouse staff, and purchasing to solve customer problems.
• Identify recurring product or service issues and report them to management.
• Help improve customer service processes and response times.
• Ensure customers are treated fairly while protecting the company from unnecessary losses.

Skills

Leadership

Customer service

Communication

Problem-solving

Negotiation

Calm under pressure

Attention to detail

Follow-up

Organization

Multitasking

Tools

Email

Spreadsheets

Order systems

Tracking documents

Job description

Edmonton (Central Mistatim), Canada | Posted on 07/07/2026

Indigo Wholesale Inc., doing business as Uncle Wiener's Wholesale, is a Canadian wholesale distributor built around one goal: helping retailers win on the shelf. We know what it takes to run a store in Canada: “Tight margins, fast-moving trends, and customers who expect value every time they walk in”. That’s why we keep our focus where it matters most: dependable supply, sharp pricing , and a buying experience that doesn’t waste your time .

Our team is relentless about value. We work hard to stay competitive on price so our customers can protect margin, stay aggressive in their market, and grow without overextending. Whether you’re a single-location operator or scaling across regions, we make it easier to buy right; so you can price confidently, move inventory faster, and keep cash working for you.

We support retailers across the country with a broad assortment designed to sell, not sit. Core staples, seasonal winners, and fresh finds are selected with real store performance in mind. Just as important, we back it up with fulfillment you can count on and service that’s responsive when you need answers quickly.

Canadian-owned and built for Canadian retail, Uncle Wiener’s Wholesale is the partner behind the scenes, helping businesses stay stocked, stay competitive, and stay ahead.

Job Description

Job Overview

We are seeking a dynamic and experienced Customer Service Manager to lead our customer support team and enhance client satisfaction. The ideal candidate will oversee daily operations, develop strategies to improve service quality, and foster a positive environment that promotes customer loyalty. This role requires strong leadership, excellent communication skills, and problem solving ability. The Customer Service Manager will play a pivotal role in ensuring that customer interactions align with company standards and objectives.

Duties

Lead, supervise, and motivate the customer service team to deliver exceptional support experiences.

Manage customer inquiries, complaints, and feedback through various channels, ensuring timely resolution.

Coordinate with other departments to address customer needs and facilitate seamless service delivery.

Negotiate with clients when necessary to resolve conflicts or customize solutions that meet their needs.

Handle customer complaints in a professional and respectful manner

Investigate customer issues and work toward fair, practical solutions.

Communicate with factories, suppliers, and internal teams about warranty claims, missing parts, damaged items, and replacements.

Track parts, replacement items, and customer service cases from start to finish.

Follow up with customers to keep them updated on the status of their issue.

Maintain clear records of complaints, claims, replacement requests, and resolutions.

Work with store teams, warehouse staff, and purchasing to solve customer problems.

Identify recurring product or service issues and report them to management.

Help improve customer service processes and response times.

Ensure customers are treated fairly while protecting the company from unnecessary losses

What we are looking for:

We need someone who takes ownership of issues rather than passing them on. This person should be able to balance customer satisfaction with company policies and ensure that complaints, parts, and replacement requests are handled promptly and not overlooked.

Requirements

Strong leadership qualities with previous supervising experience in a customer service setting.

Exceptional customer service skills with a focus on building lasting client relationships.

Strong communication and problem-solving skills

Negotiation skills to resolve conflicts amicably while maintaining company interests.

Previous customer service experience required

Ability to stay calm and professional when dealing with upset customers.

Strong attention to detail and follow-up skills.

Comfortable using email, spreadsheets, order systems, and tracking documents.

Ability to work with suppliers, factories, and internal departments.

Organized, dependable, and able to manage multiple issues at once.