Retail Customer Service Supervisor

PetSmart; Sarnia; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading pet retail company in Sarnia is seeking a Retail Customer Service Supervisor to enhance the customer experience and support associates. The ideal candidate should have at least 2 years of retail experience and strong communication and leadership skills. This role also requires a flexible schedule and engagement with pet parents to ensure safety and satisfaction. The company offers full-time hours with various benefits including health coverage and tuition assistance.

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Associate discounts

Paid time off

Career pathing

Qualifications

• At least 2 years of retail experience in customer service.
• Leadership experience preferred.
• Full-time availability with a flexible schedule.

Responsibilities

• Facilitates the associate experience and supports associate development.
• Ensures excellent pet parent experience both in-store and online.
• Acts immediately on sick or injured pets in the store.

Skills

Customer service

Leadership

Strong communication skills

Organizational skills

Tools

Computer applications

Job description

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

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PetSmart does Anything for Pets and Everything for You - JOIN OUR TEAM!

Retail Customer Service Supervisor (Key Holder)

About Life At PetSmart

At PetSmart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love — a lesson we learn from our pets — and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as 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 pathing
• Development opportunities

Job Summary

PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

People Leadership :

Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching, performance feedback, disciplinary actions, and promotions.

Validates completion of operational messages and engagement video compliance.

Supports various Service businesses when the Experience Leader is unavailable.

Delegates and validates completion of daily tasks.

Leads and directs associates when acting as the Leader on Duty.

Addresses and administers associate complaints and grievances.

Recognizes and celebrates associates to drive engagement.

Brand Integrity and Overall Store Experience :

Ensures excellent pet parent experience both in-store and online, responding to concerns.

Coordinates store events, marketing, adoptions, vet partnerships, and shot clinics.

Handles live pet sales and adoptions.

Supports inventory counts and addresses discrepancies.

Recommends and promotes merchandise, services, and pet parent initiatives.

Prepares online orders for pickup, ensuring a positive experience.

Backups POS operations and cash handling, ensuring accuracy and compliance.

Maintains store standards, ensuring compliance with policies and safety.

Acts immediately on sick or injured pets in store; transports to vet as needed.

Maintains cleanliness of sales floor, pet training, adoption center, and staff areas.

Participates in opening and closing procedures.

Assists in other departments as needed; performs additional duties as assigned.

Follows all company policies and procedures.

Qualifications :

At least 2 years of retail experience in customer service.

Leadership experience preferred.

Full-time availability, flexible schedule including evenings, weekends, holidays.

Proficiency in computer applications.

Strong communication skills.

Ability to react calmly under pressure.

Strong organizational skills and attention to detail.

Supervisory Responsibility :

No direct reports but supports and guides other associates.

Provides performance feedback to supervisors.

Acts as the Leader in the absence of other Leaders, supervising staff and tasks.

Physical Demands and Work Environment :

Standing, walking, climbing, handling objects, reaching, stooping, kneeling, crouching, talking, hearing, and vision requirements.

Ability to lift up to 50 pounds frequently, over 100 pounds with assistance.

Exposure to moving mechanical parts, pet hair, and live animals; moderate to high noise levels.

Do What You Love

Join us to make a difference daily—helping customers, celebrating pets, creating memorable moments. We value diversity and unique perspectives, united by a passion for pets.

We look forward to your application and learning more about you!

This job summary is general; actual duties may vary. Pay depends on experience, skills, and location. Benefits are detailed at https://benefits.petsmart.com/ca/.

PetSmart is an equal opportunity employer, providing accommodations as required by law.