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Account Executive Supervisor

2 weeks ago

Vancouver, Canada Authentic T-Shirt Company Full time

**Why You’ll Love Being Part of Our Team**

At The Authentic T-Shirt Company®/SanMar Canada, we’re more than just a leading distributor of high-quality apparel; we’re a company that people love to be a part of. As Canada’s leading wholesale distributor in the imprintable apparel industry, we’ve built a reputation for excellence, and it all starts with our people.

When you join us, you’re not just clocking in. You’re becoming part of a vibrant, supportive team that celebrates creativity, encourages growth, and values every voice at the table.

We’re currently looking for an energetic, driven, outgoing Account Executive Supervisor to**join our incredible team in Vancouver, Canada.

**Here’s a peek at what makes working here so awesome**:

- ** Total Wellness**: Comprehensive health, dental, and vision plans, plus paid sick days and vacation time to recharge and reset.
- ** Beyond the Basics**: Flex statutory holidays, employer RRSP matching, and sweet staff discounts on products you’ll actually want.
- ** Room to Grow**: Ongoing training, real career development, and a clear path to where you want to go.
- ** Culture That Cares**: Inclusive, collaborative, and full of heart. Your ideas matter, and your contributions count.
- ** People-First Vibes**: From our distribution centres to our showrooms, you’ll work with passionate, friendly folks who genuinely care.
- ** Perks, Perks, Perks**: And trust us, there’s even more where that came from.

Come see what makes SanMar Canada different, and discover what’s possible when you’re part of something authentic.

**Job Summary**:
Reporting directly to the Account Executive Manager, the role of the Account Executive Supervisor is to oversee the daily operations of the customer service department, ensuring exceptional customer experiences and maintaining high service standards for both the Vancouver and Calgary locations. This role involves supervising staff, scheduling reception coverage, handling escalated issues, monitoring performance, and supporting continuous improvement initiatives, as well as department and company objectives. The Account Executive Supervisor serves as a key liaison between management and frontline employees.

**Required Qualifications & Experience**:

- 3+ years' experience in customer service
- 1+ years’ supervisory experience or leadership role
- Strong knowledge of Microsoft Office programs
- Excellent knowledge of the industry, Company, and product line with a strong sales background
- Demonstrated skills in facilitation, education, and leadership
- Excellent communication, interpersonal, and problem-solving skills
- Excellent verbal, written, and telephone communication skills in English (French is a bonus)
- Must be able to multitask and possess strong organizational skills
- Must be able to work under pressure to meet tight deadlines in a team environment
- Proficient knowledge of internal (PICK) system
- Adapt effectively to changing conditions while maintaining a positive and solutions-based approach
- Ability to guide and mentor team members, while fostering a collaborative and high-performance work environment

**Working Conditions**:

- 40 hours per week; occasional overtime required
- Occasional travel may be required
- Full-time onsite attendance required

**Responsibilities**
- Supervise and support the Western Customer Service team located in Vancouver and Calgary
- Oversee scheduling task assignments and reception coverage to ensure seamless operations
- Collaborate with the Account Executive Manager to review and maintain key performance indicators (KPIs) on a quarterly basis, including but not limited to order volume, accuracy targets (99.0%), and inbound/outbound call averages
- Address challenges with a balanced, solutions-oriented approach
- Consistently model and promote the Company’s values, vision, and mission
- Manage first-level escalations from the account executive and sales team, escalating complex issues to the manager as needed
- Deliver constructive feedback and coaching to support employee performance and growth
- Make timely, customer-focused decisions aligned with company objectives
- Collaborate with the ATC University Trainer to ensure the effectiveness of product and service training
- Communicate personnel changes and staffing needs to the Account Executive Manager; coordinate to fill vacancies promptly
- Respond to all internal/external customers' inquiries within 30 minutes or less
- Oversee the maintenance and functionality of office equipment
- Organize and maintain accurate records and filing system for all personnel, accounts, and departmental information
- Lead by example, demonstrating professionalism, adaptability, and initiative
- Delegate tasks when appropriate or necessary
- Maintain a professional appearance and work ethic
- Adhere to current and future company policies and standards to ensure a safe and agreeable working environment
- Assist in other areas of the Account Executive departmen