Company Overview
Pollard Windows & Doors is a proudly Canadian, family-owned business that has been a trusted leader in the window and door industry for over 76 years. With a cutting-edge 300,000+ sq. ft. facility, we prioritize innovation, quality, and the people behind our work. Pollard exists to create lifelong, meaningful careers in an environment that values growth, safety, and well-being. Our products, designed for longevity and excellence, aim to make every house a true home.
Our Purpose and Values
At Pollard, we bring generations of our family together to serve generations of your family. We believe that achieving long-term success comes through perseverance, tenacity, and a commitment to caring for our people. We are looking for candidates who share our drive to elevate standards, commitment to trust, and our passion for innovative solutions. If you want to make an impact and be part of a high-functioning, family-oriented team, this opportunity is for you.
Role Overview:
Reporting to the Sales Manager, the Customer Service Manager will lead Pollard’s customer service department, ensuring that every interaction reflects our commitment to quality, integrity, and customer satisfaction. You’ll be responsible for training and supporting a team of Customer Service Representatives, managing complex issues with a solution-oriented mindset, and creating a department that thrives on both performance and empathy.
Key Responsibilities:
- Build and Lead a Dedicated Team: Develop a skilled team of Customer Service Representatives who uphold Pollard’s standards of excellence in every customer interaction, ensuring support even during staff absences.
- Promote Customer-Centric Goals: Establish and communicate clear customer satisfaction targets, using integrity and commitment as guiding principles.
- Problem-Solving with Creativity and Care: Take ownership of complex issues, utilizing a solution-oriented approach and encouraging your team to do the same.
- Resourceful and Strategic Management: Uphold departmental budget and expense goals while driving high standards of customer service.
- Collaborative Leadership: Work closely with the Service Manager and other departments to meet Pollard’s goal of delivering the highest quality service.
Your Day-to-Day Responsibilities:
- Oversee and guide the Customer Service Department, ensuring processes are followed and customer satisfaction standards are met.
- Manage team performance through regular training, mentoring, and support, with a focus on building relationships and cultivating positive client experiences.
- Support team operations by monitoring response times and ensuring prompt, helpful service for all customer inquiries.
- Act as a role model for integrity, work ethic, and departmental standards, embodying Pollard’s commitment to creating a high-functioning, caring environment.
- Collaborate with cross-functional teams and ensure alignment with Pollard’s mission to provide lifelong value and trust.
Required Skills and Qualifications:
- A background in Business Administration, Customer Service Management, or a related field.
- 3+ years of experience in a customer service management role, with experience in windows, doors, or building materials as an asset.
- Strong leadership, communication, and relationship-building skills.
- Ability to navigate a fast-paced environment while prioritizing tasks and managing time effectively.
- Proficiency in Microsoft Office and a readiness to learn product-related technical details.
Preferred Skills and Qualifications:
- Ability to manage multiple projects while supporting team dynamics.
- Creative, solution-oriented approach to problem-solving.
- Excellent organizational skills and the ability to manage resources efficiently.
Benefits and Perks:
Pollard Windows & Doors values your commitment and loyalty, and we provide a Total Rewards package to match:
- Competitive compensation package with health, dental, and medical benefits
- Pension contributions and profit-sharing programs
- Paid vacation and sick leave, with entitlements that grow with seniority
- Access to an Employee and Family Assistance Program (EFAP)
- Professional development opportunities to support your growth within Pollard
Join Us in Making a Difference
If you’re ready to bring your skills and customer-focused values to a company that believes in making a lasting difference, we invite you to apply. Send your cover letter, including salary expectations, and a resume to [email protected]. While we appreciate all applications, only qualified candidates will be contacted for interviews.
Pollard Windows & Doors is dedicated to diversity, equity, and inclusion. Please reach out to [email protected] if you require accommodation throughout the recruitment process.
Job Type: Permanent
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Vision care
Flexible language requirement:
Schedule:
Ability to commute/relocate:
- Burlington, ON: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- What is your Salary Expectation or Range?
Experience:
- Management: 1 year (preferred)
Work Location: In person
