Buckwold Western Ltd. is a privately owned wholesale distributor of flooring materials in Western Canada with a long history of serving retailers, builders, designers, and contractors across multiple markets. Our Head Office, located in Saskatoon SK, supports branch operations, purchasing, logistics, and customer service excellence across all locations.
We are seeking a dynamic and detail-oriented Customer Service Manager / Assistant Operations Manager to join our Head Office team and help drive operational efficiency and superior customer service across all branches.
Position Summary
This dual-role position is responsible for overseeing head office customer service functions while supporting daily operations across multiple branch locations. The successful candidate will ensure consistent service standards, streamlined processes, and effective communication between departments and branches and will be working closely with sales, procurement, and IT teams to align service operations with company objectives. This role requires someone with strong leadership, communication, problem-solving, and IT skills to drive customer satisfaction and operational excellence.
Key Responsibilities
Customer Service Leadership
- Manage and mentor the head office customer service team
- Establish and maintain service standards across all branches
- Resolve escalated customer issues professionally and efficiently
- Create staffing schedules and manage resources to maintain service standards
- Lead the recruitment, training, and development of customer service representatives ensuring positive customer experiences
- Develop strategies for each step of the customer journey, from order placement to delivery scheduling
- Track performance through order monitoring, call reviews, and customer engagement while continuously evaluating and adjusting service standards to ensure continuous improvement
Operations Support
- Assist in coordinating branch operations, inventory flow, and logistics
- Support purchasing, pricing updates, and product rollouts
- Analyze operational performance and recommend process improvements
- Collaborate with warehouse, sales, and accounting teams
- Ensure compliance with company policies and operational procedures
Reporting & Administration
- Prepare performance reports for senior leadership
- Track customer trends, claims, and service metrics
- Assist in budgeting and cost-control initiatives
Qualifications
- Bachelor’s degree in business administration, marketing, operations management, or related field (preferred)
- Proven experience in customer service management, operations, or wholesale distribution
- Experience in floor covering, building materials, or wholesale distribution would be an asset
- Strong leadership and team development skills
- Excellent communication and problem-solving abilities
- Highly organized with the ability to manage multiple priorities
- Ability to remain calm and make decisions that resolve issues effectively
Skills & Competencies
- Process-driven and results-oriented
- Strong analytical mindset
- Customer-focused with a solutions-based approach
- Ability to thrive in a fast-paced, multi-location environment
We appreciate all applicants for their interest. Only those selected for an interview will be contacted.
Job Type: Full-time
Benefits:
- Company pension
- Dental care
- Extended health care
- Life insurance
Ability to commute/relocate:
- Saskatoon, SK S7K 8H4: reliably commute or plan to relocate before starting work (required)
Education:
- Bachelor's Degree (preferred)
Experience:
- Leadership: 2 years (required)
- Customer service: 2 years (required)
Work Location: In person
