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E.B. Horsman & Son

Customer Service Manager

Victoria, BC, Canada

Job type: Full-time
Apply by: Mar 22, 2027
Experience: 5+ years of experience in electrical wholesale distribution or a closely related field
Posting language: English
Posted: Sep 23, 2026

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Original job description

Who We Are

We are strong, nimble, and growing! EB Horsman & Son is proud to be a fifth generation family owned, successful Western Canadian electrical distributor with 20+ locations throughout BC, Alberta, and Saskatchewan, consistently recognized as one of Canada's Best-Managed companies. We take pride in living our core values and carrying out our mission statement of helping our communities thrive since 1900s. At E.B. Horsman & Son, we’re committed to a workplace where everyone belongs. If you’re qualified, we’d like to hear from you.

What We Offer

Birthday off
Health, dental, and employee assistance program benefits
Annual profit-sharing
Employee share ownership program (ESOP)
RRSP matching after 1 year of employment
Access to EBH University for personal & professional growth

Onsite work location

This full-time, permanent role is based at 3250 Tennyson Ave, Victoria, BC, V8Z, and follows a Monday-to-Friday schedule.

Why this role matters

The Customer Service Manager plays a critical role in driving customer satisfaction, operational excellence, and team performance at the branch level. By ensuring that all customer interactions, both external and internal, are handled promptly and professionally, this role helps build lasting relationships and reinforces our reputation for reliability. Partnering closely with the Branch Manager, the Customer Service Manager is instrumental in aligning the team’s daily execution with broader organizational goals, making this position a key contributor to both customer loyalty and branch success.

What To Expect In The Role

Provide Exceptional Customer Service: As a vital part of your role, you’ll assist customers efficiently and in a friendly manner, ensuring their needs are met with professionalism. You will handle customer issues with care and go above and beyond to ensure satisfaction.
Maintain Strong Supplier Relationships: You will collaborate with a range of suppliers, and fostering strong, productive relationships is key to success in this role. Effective supplier management will be critical to maintaining smooth operations.
Drive Organizational Success: You will play a key role in driving results through coordinated efforts. Success in this position requires a focus on achieving key business objectives, assuming responsibility for outcomes, and motivating others to do the same. You will be expected to overcome challenges and continuously strive for excellence.
Lead and Mentor Your Team: As the primary point of contact for branch team members, your leadership and mentorship will be critical to the success of the team. You’ll inspire and guide your colleagues to meet performance goals and maintain a positive working environment.
Ensure Accurate Inventory Control: Managing and maintaining precise stock levels is essential in this role. You will ensure inventory accuracy and align stock availability with the branch's needs to meet customer demand without delay.
Enforce Product Quality Standards: Uphold our company’s quality standards by ensuring that all products meet our established quality policy. You will be responsible for maintaining excellence in product quality across all offerings.

Ideal candidate profile

5+ years of experience in electrical wholesale distribution or a closely related field
Supervisory ability, including task delegation, performance monitoring, conflict resolution, and staff development
Ability to thrive in fast-paced environments
Exceptional customer service instincts
Intermediate computer skills (MS Office) and the ability to learn new software programs
Ability to be inclusive, collaborative, and respectful
A business diploma or certificate is a strong asset

Our Core Values: Celebrating the Past, Empowering the Future

Teamwork l Integrity l Continuous Improvement l Resilience l Empowered

Compensation is determined by the candidate's experience, education, qualifications, role complexity, internal equity, and other relevant factors. We thank all applicants for their interest. Only those living in Canada with permanent work authorization will be considered. Please note that only candidates selected for an interview will be contacted.

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More about this job

Responsibilities

Lead branch customer service operations, resolve customer issues, and build strong supplier relationships while supporting customer satisfaction and operational performance. Mentor and guide the team, maintain accurate inventory, uphold product quality standards, and align daily work with branch objectives.

Requirements

Candidates need at least five years of experience in electrical wholesale distribution or a closely related field, along with supervisory abilities in delegation, performance monitoring, conflict resolution, and staff development. The role also calls for strong customer service instincts, intermediate Microsoft Office skills, adaptability to new software, and an inclusive, collaborative approach; a business diploma or certificate is an asset.

Skills

Customer Service
Team Leadership
Staff Mentoring
Task Delegation
Performance Monitoring
Conflict Resolution
Staff Development
Inventory Control
Product Quality Assurance
Operational Excellence
Business Objective Execution
Microsoft Office
Adaptability
Collaboration
Communication

Benefits

Birthday Off
Health Benefits
Dental Benefits
Employee Assistance Program
Annual Profit-Sharing
Employee Share Ownership Program
RRSP Matching
Personal and Professional Development

Visa sponsorship

Not detected in the job text

Keywords

Wholesale
Customer Service
Customer Satisfaction
Branch Operations
Supplier Relationships
Team Leadership
Mentoring
Task Delegation
Performance Monitoring
Conflict Resolution
Staff Development
Inventory Control
Stock Accuracy
Product Quality Standards
Operational Excellence
Business Objectives
Microsoft Office
Software Programs
Business Diploma
Employee Share Ownership Program
RRSP Matching

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