operations
Posted 3 hours agoSupervisor Branch Operations
at Cornerstone Building Brands
Calgary, CanadaOn-site
Responsibilities
- Establish and maintain customer communication standards to ensure consistent messaging and service delivery.
- Ensure appropriate service coverage and adherence to company policies, procedures, and documentation standards.
- Support resolution of customer concerns while balancing customer expectations with operational realities.
- Validate customer wanted-on dates against established lead times and warehouse capacity.
- Prioritize orders based on approved planning criteria and operational requirements.
- Approve or deny requests that impact order sequencing, capacity, or fulfillment plans within established authority levels.
- Coordinate with Warehouse leadership to ensure alignment between customer commitments and operational execution.
- Support freight optimization initiatives, including zone-based shipping strategies where appropriate.
- Ensure all exceptions are properly documented, time-bound, and escalated when required.
- Maintain compliance with established authority and escalation frameworks.
- Ensure customer approvals, signed confirmations, and deposits are obtained before purchase order issuance where required.
- Ensure local purchasing activities comply with approved supplier lists, pricing structures, authorization limits, and company policies.
- Maintain documentation and audit compliance for all purchasing activities.
- Support inventory accuracy and compliance with company procedures.
- Monitor inventory-related exceptions and coordinate corrective actions when required.
- Ensure inventory transactions are accurately documented and reconciled.
- Ensure shipment confirmations, invoicing, and Advance Shipping Notice (ASN) creation are completed promptly following physical shipment.
- Validate shipment quantities, dates, and documented exceptions before invoice release.
- Maintain accurate records supporting customer orders and fulfillment activities.
- Ensure deposits are completed accurately, documented appropriately, and submitted in accordance with company policy.
- Support branch compliance with financial control procedures.
- Maintain accurate and timely documentation of customer interactions and branch decisions.
- Ensure all customer-facing decisions, approvals, and exceptions are recorded within the same business day.
- Document exception rationale, customer acknowledgments, actions taken, and outcomes.
- Monitor recurring exceptions and support reporting efforts to identify trends and improvement opportunities.
- Coordinate corrective actions with Customer Service and Warehouse teams as required.
- Ensure service recovery activities are properly documented.
- Lead resolution and closure of customer service issues.
- Identify recurring operational challenges and participate in continuous improvement initiatives.
- Support implementation of process improvements that enhance service, efficiency, and compliance.
- Ensure branch operations remain aligned with national standards and approved operating procedures.
Requirements
- Safety, Training & Continuous Improvement Complete required safety training and maintain First Aid/CPR certification where required.
- experience in branch operations, customer service leadership, distribution, or related operational management roles. Demonstrated
- experience leading and developing employees in a customer-focused environment.
- Ability to make sound operational decisions within defined authority levels.
- Experience working with ERP and CRM systems.
- Ability to manage multiple priorities in a fast-paced environment.
- Working knowledge of inventory, purchasing, invoicing, and branch administrative processes.
Additional details
- Job Description Position Summary The Supervisor, Branch Operations is accountable for the disciplined execution of customer service, branch administration, and operational processes at the branch level.
- This role serves as the operational control point for branch activities, ensuring consistent application of national standards, effective coordination between Customer Service, Sales, and Warehouse teams, and delivery of a high-quality customer experience.
- The Supervisor, Branch Operations is responsible for operational planning, customer communication standards, inventory administration oversight, purchase order approvals, invoicing controls, cash handling oversight, CRM documentation, and issue resolution.
- The role provides leadership to Customer Service Representatives while ensuring customer commitments align with operational capacity and approved business processes.
- This position does not own sales revenue or pricing strategy but plays a critical role in protecting service levels, operational efficiency, margin, compliance, and customer satisfaction. Key
- Responsibilities Customer Service Leadership & Communication Lead, coach, develop, and support Customer Service Representatives.
- Serve as the primary escalation point for customer service concerns and operational issues.
- Operational Planning & Control Own weekly shipping and fulfillment planning activities.
- Escalate sustained capacity constraints, service risks, or operational conflicts to Regional Sales Operations leadership as required.
- Decision Ownership & Escalation Management Approve or deny operational exceptions within defined authority limits.