Customer Service Manager

Gould’s Brand Source 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.

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

Gould’s Brand Source 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.

Gould’s Brand Source 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. If you enjoy solving complex problems, building strong relationships, and delivering exceptional customer service, we encourage you to apply.

• 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

• 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.

• 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…