Customer Service Supervisor

Mississauga, ON

Salary + Bonus + Benefits

Hybrid (2 Days Work From Home)

Overview

On behalf of a long-term client, we are seeking a solution-driven, emotionally intelligent Customer Service Supervisor (CSS) with previous experience working in the home improvement or building materials product industry. This individual will support a high-performing customer service team, championing excellence and operational precision with all stakeholders both internal and external to the business.

The CSS will be instrumental in driving a culture of accountability, service, proactive urgency, and continuous improvement — always pushing to get the job done right the first time. The ideal candidate thrives in fast-paced, cross-functional environment.

Key Responsibilities

• Oversee Daily Operations: Manage the day-to-day execution of customer service activities, ensuring timely issue resolution and team accountability.
• Team Leadership: Guide and support a team of 8–10 Customer Service Representatives through coaching, feedback, and performance management.
• Issue Resolution: Take responsibility for handling customer concerns and escalations, ensuring prompt and effective resolution.
• Process Improvement: Identify areas for operational improvement and contribute to the development and implementation of more efficient workflows.
• Cross-Functional Coordination: Act as a liaison between Customer Service and other departments such as sales and operations to maintain consistent communication and collaboration.
• Lead by Example: Demonstrate professionalism and a customer-focused approach to help establish and uphold service standards.
• Training & Development: Manage onboarding and ongoing training programs to support skill development and consistency across the team.
• Employee Engagement: Encourage a positive team environment by recognizing accomplishments and fostering a culture of accountability and motivation.
  
  

The Candidate

• A natural "people person", empathetic, and someone who can demonstrate expectations by leading by example, who can rally a team and demonstrate best practice, positive, and fosters culture from the front — especially when the pressure is on.
• Has worked in the building materials or home improvement product space, understanding the unique and complex project supply needs of contractors, suppliers, and partners.
• Thrives in environments where relationships, accuracy, and rapid execution matter.
• Able to manage diverse personalities and situations with tact, clarity, and confidence.
• A "get-it-done mindset" — can see problems as opportunities and bring energy to every challenge.
  
  

Requirements:

• 2–3 years of experience in a Team Lead or Supervisory role (non-Manager).
• Strong communication, conflict resolution, and time management skills.
• Proficiency in Microsoft Office, and Order Management software.
• Bilingual (English/French) is an asset.
  
  

This role is being hired with priority on behalf of our client. Please apply via the DMC website and all candidates with relevant experience will be contacted to set up a conversation.