Job Bank occupational title: Customer Service Manager - Retail
Pacific West Systems Supply Ltd. “PacWest” as we are commonly known, employs product specialists in Drywall, Insulation, Steel, Stucco and Ceiling Systems. Our growth over the past four decades has been based on our competitive pricing and delivery service capability, which is a leader in our industry.
Employer: Pacific West Systems Supply Ltd.
- Position: Branch Customer Service and Compliance Manager
- Location: 14735 Yellowhead Trail, Edmonton, Alberta
- Work location: On site
- Number of vacancies: One
- Job type: Permanent, full time
- Hours: 30 to 40 hours per week
- Schedule: Daytime
- Start date: As soon as possible
- Language of work: English
- Wage: $45 to $47 per hour
The Branch Customer Service and Compliance Manager manages and oversees the operational systems supporting the branch’s day-to-day activities. The position is accountable for implementing, maintaining and improving processes related to customer service flow, order intake, documentation, staff training and internal coordination.
The position ensures that branch systems are efficient, consistent and aligned with company standards. It directs process adherence, evaluates system effectiveness and implements improvements that enhance service delivery, accuracy and overall branch performance.
Tasks and results for this position include:
- Lead daily customer service operations and supervise the customer service team.
- Assign workloads, manage staff coverage and maintain a professional and efficient front-counter experience.
- Oversee escalated customer concerns and support staff with issue resolution.
- Ensure accuracy in orders, credits, returns and system entries.
- Resolve operational issues, including customer requests, complaints and supply shortages.
- Review customer demand, order volumes, service trends and relevant market information to identify service requirements and operational improvements.
- Manage onboarding and training for new and existing employees.
- Ensure employees complete all required training and obtain the necessary documentation and approvals before working independently.
- Oversee the tracking and accuracy of employee training records and certifications.
- Ensure training, certification and compliance records remain current, complete and audit ready.
- Identify training or compliance gaps, implement corrective action and report risks or concerns to management.
- Act as the branch point of accountability for health and safety documentation and training requirements.
- Maintain structured branch records, including onboarding documentation and compliance files.
- Ensure branch records are complete, legible, properly stored and submitted to Human Resources as required.
- Maintain audit-ready documentation that is complete, organized, accessible and compliant with company standards.
- Collaborate with warehouse, delivery and sales teams to support customer needs and ensure smooth branch operations.
Preferred Skills and Work Experience:
- Bachelor’s degree.
- Two years to less than three years of related experience.
- Experience leading or supervising a customer service or front-desk team.
- Experience managing workloads, assigning duties and maintaining team organization.
- Experience handling customer escalations and resolving issues professionally.
- Experience maintaining structured documentation systems with a high level of accuracy and accountability.
- Experience coordinating training, onboarding and compliance requirements.
- Experience supporting health and safety programs, training records or compliance processes is strongly preferred.
- Experience in building materials, distribution or a similar fast-paced environment is an asset.
COMPUTER AND TECHNOLOGY KNOWLEDGE
- Proficiency with Microsoft Office and general office systems.
- Proficiency with word-processing software.
- Ability to maintain electronic records and use internal order, customer service and documentation systems.
SECURITY AND SAFETYWORK CONDITIONSPERSONAL SUITABILITY BENEFITS
- Criminal record check required.
Work Conditions
- Fast-paced environment.
- Work under pressure.
- Tight deadlines.
- Attention to detail.
- Ability to manage multiple priorities independently.
Personal Suitability
- Collaborative.
- Goal oriented.
- Hardworking.
- Honest and committed to maintaining professional integrity.
- Positive attitude.
- Proactive.
- Client focused.
- Efficient interpersonal skills.
- Excellent oral communication.
- Strong written communication.
- Flexible.
- Strong interpersonal awareness.
- Sound judgement.
- Organized.
- Team player.
- Patient.
- Resourceful.
Benefits
- Dental care.
- Extended health care.
- Vision care.
- Paid time off.
- On-site parking.
- Registered Retirement Savings Plan matching.
Your application
We’ve been fortunate to hire some great people, and they’ve fueled the growth that has us hiring again. We hope you’ll be the next person to join the PacWest team.
We value diversity and inclusion and encourage all qualified people to apply. We will review applications as they are received and look forward to hearing from you.
Job Types: Full-time, Permanent
Pay: $44.00-$47.00 per hour
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
Work Location: In person
