Customer Service Manager

Benefits:

• Bonus based on performance
• Competitive salary
• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

About Us

Gould’s BrandSource Home Furnishings is one of Northwestern Ontario’s most respected names in home furnishings. Locally owned and operated for over 62 years. We've been a trusted shopping destination for generations, helping families furnish their homes with care, confidence, and quality.

Job Summary

Gould’s BrandSource Home Furnishings is seeking an experienced and customer-focused Customer Service Manager to join our growing team. In this role, you will be responsible for overseeing the resolution of inventory-related customer concerns, coordinating with vendors and suppliers, and ensuring a seamless customer experience throughout the order fulfillment process.

The ideal candidate is an effective communicator, skilled problem solver, and organized leader who thrives in a fast-paced retail environment. You will serve as the primary point of contact for escalated customer issues involving product availability, delayed shipments, damaged merchandise, special orders, and vendor-related concerns. Your success will be measured by your ability to improve customer satisfaction, maintain vendor relationships, and ensure accurate inventory communication across departments.

Why Join our Team?

• Competitive Salary
• Comprehensive benefits package
• RRSP matching program
• Positive and supportive work environment
• Opportunity to work with a respected local retailer
• Employee discounts on furniture and appliances

Responsibilities

• Manage and resolve escalated customer service issues related to inventory shortages, delayed orders, backorders, damaged products, and special-order merchandise.
• Serve as the primary liaison between customers, vendors and store operations to ensure timely issue resolution.
• Investigate inventory discrepancies and collaborate with warehouse, purchasing, and sales teams to identify root causes and corrective actions.
• Develop and maintain strong working relationships with vendors to expedite resolutions and improve service outcomes.
• Oversee customer service processes and ensure all issues are documented accurately within company systems.
• Track and report key customer service and inventory metrics, identifying opportunities for process improvement.
• Ensure a high level of customer satisfaction by providing professional, empathetic, and solution-oriented service.
• Assist with inventory counts, order reviews, and other operational projects as needed.
• Perform additional duties as assigned to support overall store and organizational objectives.

Qualifications

• Customer service, inventory management, retail operations, or related experience preferred.
• Strong understanding of inventory processes, order management, and vendor relations.
• Excellent verbal and written communication skills with the ability to handle difficult customer situations professionally.
• Proven problem-solving, conflict resolution, and decision-making abilities.
• Highly organized with exceptional attention to detail and follow-through.
• Proficient in Microsoft Office Suite and inventory management software systems.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Positive attitude with a strong commitment to customer satisfaction.
• Team-oriented leader capable of working independently and collaboratively across departments.

What Success Looks Like

• Customer inventory-related issues are resolved quickly and professionally.
• Strong partnerships are maintained with vendors and suppliers.
• Backorders, shortages, and delivery concerns are communicated proactively and effectively.
• Inventory discrepancies are identified and addressed before they impact the customer experience.

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