Customer Service Manager

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent. The Company’s common shares are listed on the Toronto Stock Exchange (TSX: SJ).

Stella-Jones recruits team members who embody our core values and desire an environment where growth is inspired, dedication is recognized, and achievement is rewarded. Our ever
- expanding footprint provides a great prospect for career advancement as we seek to develop our emerging leaders.

Position Summary
The Customer Service Manager is a self-motivated, energetic, and passionate team player who manages a territory for a national retail account. Service stores, develops relationships with store Managers and Department associates. Maintains and improves knowledge of store associates. Maintains a home office.

**Responsibilities**:

- Weekly visits to Home Depot stores. In season average one time per week. 8-11 stores in higher populated areas.
- Ensures inventory levels are maintained, ensuring job lot quantities on shelves. Suggested orders provided if stock is required
- Helps build a strong relationship with Pro Desk and lumber department
- Helps build a strong relationship with HD team. Working closely with Senior Management in store to target new and existing Pro Contractor business
- Communicate shipments directly with Pro team and Contractor
- Establish and maintain relationship with Pro Contractor. Work with the Pro’s to educate them on all products and programs available in the market.
- This can be done virtually or in person
- Ensures all Stella-Jones products are serviced, presented well and maintained
- Maintenance of store displays, literature, and signage.
- Ensures all displays and signage are well maintained to Home Depot and Stella-Jones standards
- Facilitates the return of defective product or incorrectly shipped product - RTV (return to vendor)
- Verifies shipping and receiving issues at the stores to ensure proper invoicing by Stella-Jones and payment by Home Depot during peak season daily or scheduled
- Gives ongoing product knowledge training to Home Depot associates prior to season starts or throughout the year, as necessary
- Warranty claims and site inspections. Assists customers or stores in processing claims, either by providing manufacture warranty procedures or if necessary, site inspections to customer’s home (accompanied by a Home Depot Manager)
- Participation in Home Depot events and shows. (virtual or live) Could include PK (product knowledge) and demos for customers and associates
- Performs other duties as required

**Qualifications**:

- 2+ years in a customer facing environment.
- Excellent customer service skills
- Excellent communication skills and proactive attitude with exceptional attention to detail
- Intermediate proficiency in Microsoft Suite (including Excel)
- Clean driver's abstract

As a Stella-Jones employee, you will enjoy access to excellent benefits and incentives, including:

- Extended health and dental coverage
- Life insurance and accidental death & dismemberment (AD&D)
- Short-Term and Long-Term disability coverage
- Competitive compensation
- Annual Profit Share Program
- Retirement program (RRSP) with generous Company match (150% of employee's 4% contribution)
- Company Share Purchase Program with 10% Company contribution match
- Career advancement opportunities
- Company vehicle

Stella-Jones is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, provincial, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Stella-Jones makes hiring decisions based solely on qualifications, merit, and business needs at the time. #StellaS