Operations & Customer Experience Manager
About Barber & Haskill
Since 1938, Barber & Haskill has been a family-owned retailer serving Simcoe County and Georgian Bay. We specialize in appliances, mattresses, and barbeques, providing expert advice, exceptional service, and competitive pricing.
We are seeking an Operations & Customer Experience Manager to lead our warehouse, delivery, service, and customer experience teams.
Position Overview
The Operations & Customer Experience Manager is responsible for ensuring products move efficiently from receiving to delivery while creating an exceptional customer experience. This role oversees inventory, warehouse operations, deliveries, service coordination, and customer issue resolution.
Working closely with the General Manager and Sales Team, this individual will help ensure customer commitments are met, operational challenges are resolved, and all departments work together effectively.
Key Responsibilities
Leadership
- Lead, coach, and develop warehouse, delivery, service, and customer experience team members.
- Foster a positive, accountable, and safe work environment.
- Build strong collaboration between operations and sales.
Warehouse & Inventory
- Oversee receiving, storage, inventory control, and warehouse organization.
- Maintain inventory accuracy through cycle counts and audits.
- Monitor inventory levels, aging, and product flow.
Delivery & Customer Experience
- Oversee delivery scheduling, routing, and execution.
- Ensure deliveries are completed safely, efficiently, and professionally.
- Champion a white-glove customer experience from sale through delivery and service.
- Resolve escalated customer concerns promptly and professionally.
Service Operations
- Coordinate warranty claims and service requests.
- Work with manufacturers and service providers to resolve customer issues.
- Monitor service performance and ensure timely follow-up.
Continuous Improvement
- Track key performance indicators including inventory accuracy, delivery performance, customer satisfaction, and service response times.
- Identify and implement process improvements that increase efficiency and improve the customer experience.
- Oversee fleet maintenance and operational compliance.
Qualifications
- 3+ years of leadership experience in logistics, warehouse, retail, customer service, or operations management.
- Strong communication, organization, and problem-solving skills.
- Experience leading teams and managing multiple priorities.
- Proficiency with inventory and business management systems.
- Valid driver's license.
What Success Looks Like
Customers receive the right product, on time, in excellent condition, with clear communication throughout the process. Inventory is accurate, service issues are resolved quickly, and the sales and operations teams work together to deliver an outstanding customer experience.
Experience in appliance, furniture, mattress, or home improvement retail is considered an asset.
Compensation & Benefits
- Competitive salary based on experience.
- Performance-based bonus opportunities.
- Health benefits.
- Employee purchase program.
Work Environment
This position combines office, warehouse, and operational responsibilities in a fast-paced retail environment. Occasional lifting may be required. Saturday availability is required.
If you are passionate about leading teams, improving operations, and delivering exceptional customer experiences, we'd love to hear from you.
Job Type: Full-time
Pay: $55,000.00-$75,000.00 per year
Work Location: In person
