About the Company
We are an established Canadian wholesale distribution business serving customers across Canada and the United States from multiple warehouses. We are a small, fast moving team that is investing heavily in better systems and tighter operations. This is a confidential search. The company name and full details will be shared with shortlisted candidates.
The Role
Our CSR Supervisor is heading out on maternity leave beginning around October 2026, and we are looking for an experienced Office Manager to step into the centre of our daily operations. This person keeps customer orders moving, makes sure nothing falls through the cracks, and leads the customer service team day to day.
This is more than a seat warming role. We are actively automating routine tasks, and we want someone who will bring structure to our team and our processes, document how things work, and leave the operation stronger than they found it. Ideal start is September 2026 to allow a proper handover before the leave begins. There is potential for the role to extend or become permanent for the right person.
What You Will Do
Team leadership and operations
- Lead and support the customer service team, set daily priorities, and keep everyone aligned
- You are the last line of defense to make sure that the orders are well entered
- Build and document repeatable processes, checklists, and standard operating procedures
- Identify bottlenecks and work with leadership to automate or improve them
- Act as the main point of contact for escalations and complex customer situations
Customer service (core CSR duties)
- Respond to customer enquiries by phone, email, and chat in a professional and timely manner
- Enter and process sales orders, quotes, and returns accurately
- Track orders through fulfilment and proactively keep customers updated on status and tracking
- Resolve order issues, shortages, damages, and billing questions
- Maintain accurate customer records and order notes
- Support customers with product selection and order questions across our range
Systems, logistics, and sales support
- Manage daily order flow in Spire (ERP) and customer records in Zoho
- Coordinate with our warehouses and shipping partners to keep logistics running smoothly
- Support the sales team with quoting, account coverage, and follow up
- Help maintain pricing, product information, and order accuracy across systems
What We Are Looking For
- Proven experience supervising or leading a customer service or office team
- Hands on experience with an ERP system
- Experience with a CRM
- Solid understanding of order processing, logistics, and B2B customer service
- A structured, organized thinker who likes building order out of chaos
- Strong written and verbal communication
- Comfortable in a small business where roles overlap and priorities shift
- Sales or wholesale distribution background is a plus
Nice to Have
- Experience with Spire (ERP)
- Experience with Shopify
- Experience with Zoho (CRM and related tools)
- Logistics and shipping coordination experience
- Sales or account management experience
- Experience in wholesale distribution or a similar product based business
What We Offer
- A central role with real ownership and the chance to shape how we work
- A supportive team and direct access to leadership
- A flexible schedule may be available
Pay: $45,000.00-$55,000.00 per year
Benefits:
Application question(s):
- Have you managed teams before?
Work Location: In person
