Customer Service Manager

E.B. Horsman & Son; Victoria; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to enhance customer satisfaction and drive operational excellence. This full-time role involves leading a dedicated team, managing supplier relationships, and ensuring inventory accuracy. The ideal candidate will have a strong background in sales and the electrical industry, with demonstrated leadership skills. Join a company that values teamwork and integrity, and contribute to a workplace that thrives on collaboration and continuous improvement. If you are passionate about customer service and ready to make a significant impact, this opportunity is for you.

Benefits

Birthday off

Health, dental, and employee assistance program benefits

Annual profit-sharing

Employee share ownership program (ESOP)

RRSP matching after 1 year of employment

Access to EBH University for personal & professional growth

Qualifications

• 5+ years of experience in a sales/wholesale organization.
• 2+ years of experience in the electrical/lighting industry.

Responsibilities

• Provide exceptional customer service and handle issues promptly.
• Lead and mentor your team to meet performance goals.

Skills

Customer Service

Supplier Relationship Management

Leadership

Inventory Control

Sales Experience

Computer Skills (MS Office)

Education

Business Diploma or Certificate

Tools

MS Office

Job description

Who we are

We are strong, nimble, and growing! EB Horsman & Son is proud to be a fifth generation family owned, successful Western Canadian electrical distributor with 20+ locations throughout BC, Alberta, and Saskatchewan, consistently recognized as one of Canada's Best-Managed companies. We take pride in living our core values and carrying out our mission statement of helping our communities thrive since 1900s. At E.B. Horsman & Son, we’re committed to a workplace where everyone belongs. If you’re qualified, we’d like to hear from you.

What We Offer

• Birthday off
• Health, dental, and employee assistance program benefits
• Annual profit-sharing
• Employee share ownership program (ESOP)
• RRSP matching after 1 year of employment
• Access to EBH University for personal & professional growth
  
  

Onsite work location

Located at 3250 Tennyson Ave, Victoria BC V8Z 3P3 , this full-time position offers a consistent Monday-to-Friday schedule, ensuring 40 hours per week with no weekend shifts.

Why this role matters

The Customer Service Manager plays a critical role in driving customer satisfaction, operational excellence, and team performance at the branch level. By ensuring that all customer interactions—both external and internal—are handled promptly and professionally, this role helps build lasting relationships and reinforces our reputation for reliability. Partnering closely with the Branch Manager, the Customer Service Manager is instrumental in aligning the team’s daily execution with broader organizational goals, making this position a key contributor to both customer loyalty and branch success.

What to expect in the role?

• Provide Exceptional Customer Service: As a vital part of your role, you’ll assist customers efficiently and in a friendly manner, ensuring their needs are met with professionalism. You will handle customer issues with care and go above and beyond to ensure satisfaction.
• Maintain Strong Supplier Relationships: You will collaborate with a range of suppliers, and fostering strong, productive relationships is key to success in this role. Effective supplier management will be critical to maintaining smooth operations.
• Drive Organizational Success: You will play a key role in driving results through coordinated efforts. Success in this position requires a focus on achieving key business objectives, assuming responsibility for outcomes, and motivating others to do the same. You will be expected to overcome challenges and continuously strive for excellence.
• Lead and Mentor Your Team: As the primary point of contact for branch team members, your leadership and mentorship will be critical to the success of the team. You’ll inspire and guide your colleagues to meet performance goals and maintain a positive working environment.
• Ensure Accurate Inventory Control: Managing and maintaining precise stock levels is essential in this role. You will ensure inventory accuracy and align stock availability with the branch's needs to meet customer demand without delay.
• Enforce Product Quality Standards: Uphold our company’s quality standards by ensuring that all products meet our established quality policy. You will be responsible for maintaining excellence in product quality across all offerings.
  
  

Ideal candidate profile

• Business diploma or certificate is a strong asset
• 5+ years of experience in a sales/wholesale organization
• 2+ years of experience in the electrical/lighting industry
• Previous experience in electrical/lighting Inside Sales
• Demonstrated supervisory ability
• Intermediate computer skills (MS Office) and the ability to learn new software programs
• Ability to work through constant interruptions and social interactions
• Ability to address time-sensitive or urgent problems and adjust to periods of intense workload
• Ability to manage 50 – 100+ emails per day and multi-task several job functions at once
• Ability to be inclusive, collaborative, and respectful
  
  

Our Core Values: Celebrating the Past, Empowering the Future

Teamwork & Collaboration | Integrity| Commitment | Reliability | Initiative | Continuous Improvement

We thank all applicants for their interest. Only those living in Canada with permanent work authorization will be considered. Please note only candidates selected for an interview will be contacted.