Retail Customer Service Supervisor

PetSmart Charities; Markham; On-site; CAD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Retail Customer Service Supervisor who is passionate about pets and dedicated to providing exceptional service. In this role, you will lead a team, ensuring positive experiences for pet parents while maintaining store standards. This position offers full-time hours with a flexible schedule, allowing you to balance work and personal commitments. Join a team that values diversity and supports your career development, while making a meaningful impact in the lives of pets and their owners.

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Associate discounts and perks

Paid time off for full-time associates

Career development and growth opportunities

Qualifications

• 2+ years of retail experience in customer service.
• Leadership experience preferred, with a flexible schedule.

Responsibilities

• Provide exceptional service to pet parents and uphold company values.
• Oversee store cleanliness, merchandising, and safety.

Skills

Customer Service

Leadership

Communication Skills

Problem Solving

Tools

Computer Applications

Job description

Join to apply for the Retail Customer Service Supervisor role at PetSmart Charities

Job Description

Retail Customer Service Supervisor (Key Holder)

About Life At PetSmart

At PetSmart, we’re more than just a company obsessed with pets; we’re also obsessed with our people. Our values are rooted in unconditional love—lessons we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best care for our furry, scaled, and feathery friends while enjoying a work environment that celebrates their authentic selves.

Benefits That Benefit You

• Paid weekly
• Full-time hours
• Health benefits: medical, dental, vision
• 401k
• Tuition assistance
• Associate discounts and perks
• Paid time off for full-time associates
• Career development and growth opportunities

Job Summary

As a PetSmart Experience Lead (Retail Customer Service Supervisor), you will provide exceptional service to pet parents, uphold the company's vision, mission, and values, and drive store results through customer engagement and pet experiences. You will also oversee safety, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

People Leadership

• Support associate development through training, onboarding, coaching, and feedback.
• Lead and support store operations as acting Leader on Duty.
• Address associate concerns and recognize engagement.

Store Experience & Brand Integrity

• Ensure positive pet parent experiences both in-store and online.
• Coordinate store events and promotions, including pet adoptions and vet partnerships.
• Handle live pet sales, online order pickups, and POS transactions.
• Maintain store standards and ensure safety for staff, pets, and customers.

Qualifications

• At least 2 years retail experience in customer service.
• Leadership experience preferred.
• Availability for full-time, flexible schedule including evenings, weekends, and holidays.
• Proficiency in computer applications and strong communication skills.
• Ability to react calmly under pressure and maintain attention to detail.

Physical Demands & Work Environment

• Stand, walk, climb ladders, handle objects, and lift up to 50 pounds regularly.
• Work environment includes exposure to pet hair, noise, and live animals.

Join Us

Make a meaningful impact daily by helping customers and their pets. We value diversity and the unique perspectives of our 50,000+ associates. Apply now and start your journey with PetSmart!