Customer Service Manager

Northwest Employment Works; Sioux Lookout; On-site; CAD 60,000 - 80,000; Full time

Job summary

A community supermarket in Sioux Lookout is seeking a Customer Service Manager to lead the Front-End team. The ideal candidate will have experience in retail management, strong leadership skills, and a passion for enhancing customer experiences. Responsibilities include overseeing operations, training staff, and ensuring compliance with regulations. Competitive salary begins at $28.00 per hour with comprehensive benefits after a probationary period.

Benefits

Medical & Dental Benefits

Employee Assistance Program

10% discount at Fresh Market Foods

20% discount at Your Dollar Store with More

Qualifications

• 1 to 2 years of managerial experience in a customer service or retail environment.
• Proficient in operations, including product knowledge and inventory management.
• Knowledge or certification in safe food handling; Smart Serve is considered an asset.

Responsibilities

• Lead the Front-End team, ensuring smooth daily operations.
• Develop customer service strategies and enhance the customer experience.
• Oversee cashiers and front-end staff, ensuring compliance with company policies.

Skills

Leadership

Customer service

Communication

Inventory management

Education

High school diploma or equivalent

Tools

Microsoft Office

Dayforce

Job description

Responsibilities

Fresh Market Foods is seeking a Customer Service Manager who can lead our Front-End team with energy, professionalism, and a genuine passion for creating happy customers. If you can juggle people, processes, and exceptional service all at once — while keeping the team motivated and the front end running smoothly — this is the role for you!

• Provide overall direction and leadership to the Front-End team, ensuring smooth daily operations and alignment with company goals.
• Develop and execute customer service strategies, monitor service trends, and implement initiatives to enhance the customer experience.
• Oversee cashiers, supervisors, and front-end staff, including scheduling, workflow management, and task delegation.
• Train, mentor, and motivate staff, conduct performance reviews, provide coaching, and address performance issues to foster a high-performing, results-driven team culture.
• Ensure full compliance with food safety regulations, inspections, sanitation protocols, and internal company policies.
• Oversee WHMIS training, maintain Safety Data Sheets (SDS), and lead health and safety reviews to create a safe work environment.
• Monitor product stock levels, verify pricing accuracy, and ensure proper merchandising, display, and rotation of front-end products.
• Implement ordering and inventory control to maintain product availability, reduce waste, and optimize stock levels.
• Manage supplier relationships, including placing orders, handling returns, and verifying product deliveries.
• Ensure high-quality standards for all front-end products, including freshness, presentation, and proper labeling.
• Troubleshoot front-end operational issues, including technical systems, equipment, and point-of-sale software, liaising with IT, finance, and maintenance teams as needed.
• Respond promptly to customer inquiries, complaints, and feedback in person, over the phone, or via email.
• Utilize Dayforce, Dayforce Wallet, and Microsoft Office (Word, Excel, PowerPoint, Teams) for scheduling, payroll, reporting, and operational analysis.
• Handling unexpected situations such as system outages, staffing shortages, or operational disruptions.
• Ensure compliance with all regulatory requirements, including tobacco, lottery, age-restricted products, and maintaining traceability for recalled or regulated items.
• Perform additional duties as needed, including assisting cashiers, supervisors, and the Assistant Customer Service Manager.

Qualifications and Skills

• High school education preferred or equivalent combination of education and experience, with strong leadership and communication skills.
• 1 to 2 years of previous managerial experience in a customer service or retail environment.
• Proficient in operations, including product knowledge, inventory management, and customer service.
• Strong leadership, communication, and interpersonal skills.
• Knowledge or certification in safe food handling; Smart Serve is considered an asset.
• Comfortable using scheduling, payroll, and inventory software (e.g., Dayforce, Microsoft Office).
• Comfortable working in a fast-paced environment, including weekends and holidays.

Terms of Employment

Permanent Full-time (40 hours/week)

Positions

1

Wage/Salary

Starting at $28.00 – $30.00 per/hour (depending on experience)

Benefits

After completing the 3-month probationary period, employees are enrolled in our Group Benefits which include Medical & Dental Benefits, Long Term Disability, Employee Assistance Program, Maple Program and access to our staff only gym. Additionally, employees receive a 10% discount at Fresh Market Foods and a 20% Discount at Your Dollar Store with More. After 1 year of employment, employees are eligible to enroll in our Group RRSP and DPSP programs.

Location of Work

79 Queen Street; Sioux Lookout, ON P8T 1A1

Language of Work

English, French (an asset but not a requirement)

Transportation

Fresh Market Foods will cover a one-time round-trip travel cost for the successful candidate to our location and back to their permanent residence at the end of the work period. This does not include the cost for a full trailer move (household goods, trailers, or large personal belongings etc).

Closing Date

September 30, 2025

Apply with Resume to

Liz Ward, Human Resources Manager

Email: [e-mail]

Equal Opportunity

Fresh Market Foods is an equal opportunity employer. We encourage all interested applicants to apply. Reasonable accommodations will be provided during the hiring process.