Customer Service Supervisor

Location: Canadian Tire Bayers Lake – Store 465 (Halifax, NS)

Reports to: Department Manager – Customer Service

Position Summary

The Supervisor contributes to the success of a store by communicating the retail objectives of their respective department to the team. This role is responsible for assisting the Department Manager in managing and leading the department in providing high quality workmanship and service that ensures customer satisfaction.  He/she assists the Department Manager and the team in consistently meeting performance expectations in terms of customer experience, sales growth, retail execution, and profitability. 

Customer Service

• Encourages and maintains a culture that values an excellent customer experience through effective training, supervision, and coaching.
• Leads by example and consistently delivers an excellent customer experience.
• Holds team members accountable for providing an excellent customer experience and recognizes those who excel in it.
• Works as a team with other departments to provide an excellent customer experience.
• Suggests value-added and related products to customers to ensure they go home with all they need. 
• Responds to and handles customer inquiries, requests, and concerns in a timely manner, over the phone and in person.
• Handles multiple customers in an effective and efficient manner.

Operations

• Assists the Department Manager in maintaining quality department presentation, through daily inspections and ensuring all store audit performance requirements are met in the department (e.g., number of holes, labels, top shelf storage, rain check posted for out of stock items, deadlines of seasonal changeovers, cleanliness, facing, fixtures are stored away when not in use, etc.). 
• Supervises and assists team members in daily departmental operations in order to meet established productivity goals.
• Assists the Department Manager in following up on work and projects on the floor in order to measure progress and address issues immediately, while being visible and available for team members and customers.
• Walks the department to understand what needs to be accomplished on a daily basis.
• Maintains department inventory and fullness through accurate stock levels and bin caps.
• Plays an active role in the department team by openly sharing opinions and ideas on how to improve department success, and by participating in meetings and all training as required.
• Informs team on in-store promotions, in-store deals, and new product locations.
• Assists with planning and managing daily/weekly departmental activities as well as seasonal changeovers, and works with the team to execute them.
• Provides support to cashiers and customer service representatives for cash pickups, cash closing, warranties, returns, guarantees, etc.
• Assists in the orientation and training of new employees, store opening and closing responsibilities.
• Assists in organizing and conducting regular department team meetings.
• Communicates and ensures compliance of all company, store, and department policies, as well as, health and safety programs and regulations.
• Uses professional language and maintains a professional appearance (uniform, hygiene, grooming, and name tag) when interacting with others.
• Assists the Department Manager with various projects and tasks.
• Completes other tasks, as required.

• Experience in retail sales/operations; prior leadership, keyholder, trainer, or acting supervisor experience preferred.

• Working knowledge (or ability to quickly learn) Hardware & Housewares products and department routines.

• Comfortable using retail technology (RF/handheld, inventory/look-up tools, basic computer systems).

• Cash handling / register experience is an asset.

• Work experience in a warehouse/distribution environment, in a Canadian Tire store, is also considered an asset.

• Strong customer-first mindset; calm and professional under pressure.

• Effective communication, coaching, and follow-up; able to delegate and support execution.

• Strong work ethic, reliability, and ability to manage multiple priorities in a fast-paced environment.

• Standing/walking for extended periods (up to an 8-hour shift).

• Lifting/carrying and pushing/pulling merchandise (light to heavy), including reaching above shoulder level and using ladders as needed.

• Full-time with flexibility required (days, evenings, weekends). Peak periods may require additional availability.

• Next levels may include Department Manager and other leadership roles within the Canadian Tire network.

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.