Customer Service Supervisor

Who We Are

At Multy, we believe waste is not the end of a material’s life, it’s the beginning of something better.

For more than 30 years, Multy has combined material science, design, and manufacturing expertise to transform landfill-diverted materials into durable, innovative products for homes, gardens, and beyond. Today, we are a growing global organization focused on sustainable innovation, circular manufacturing, and finding better ways to use materials, diverting over 3 million tires and 15 million water bottles from landfills every year.

As our customer base and retail partnerships continue to expand across Canada, the United States, and international markets, delivering responsive, accurate, and world-class customer support is essential. We are looking for an energetic, dependable, and hands-on Customer Service Supervisor to lead our customer support team, elevate service standards, and ensure seamless order fulfillment across our business.

What We Do

Multy operates in a high-volume manufacturing and distribution environment, producing market-leading Outdoor Living, Lawn & Garden, and functional flooring collections for major mass retailers, club stores, hardware co-ops, and independent distributors.

This is a high-impact, leadership role for an experienced customer service professional who excels at elevating customer service standards, coaching and developing high-performing teams and optimizing order fulfillment workflows.

What’s Important to Us

We value individuals who are adaptable, solution-oriented, collaborative, and lead by example. The ideal candidate takes true ownership of the customer journey, fosters a positive and accountable team environment, thrives in a fast-paced seasonal manufacturing rhythm, and possesses the operational savvy to optimize workflows and resolve customer challenges with diplomacy and urgency.

Key Responsibilities

• Team Leadership & Daily Supervision: Supervise, mentor, and support a dedicated team of 2 to 5 Customer Service Coordinators/Representatives; manage daily workflow distribution, monitor service levels, conduct training, and foster a collaborative, high-performance team culture.
• EDI & Portal Exception Management: Monitor and resolve order transmission exceptions via SPS Commerce and various customer vendor portals; review daily open order and discrepancy reports to correct location, pricing, and case-pack mismatches.
• Escalations & Conflict Resolution: Serve as an escalation resource for complex customer inquiries, delivery delays, inventory allocations, and retailer portal inquiries, ensuring resolutions meet established Service Level Agreements (SLAs).
• RMA & Claims Oversight: Oversee the Return Merchandise Authorization (RMA) and warranty claims process; coordinate with Quality and Warehouse teams to verify documentation, approve credits, and determine product return or field-destroy dispositions.
• Consumer & Online Engagement: Ensure team compliance with consumer support timelines, including monitoring product Q&A/review platforms (e.g., Bazaarvoice) within required 24-hour response windows.
• Cross-Functional Collaboration: Partner closely with Account Managers, Demand Planning, Logistics, and Warehouse Operations to expedite high-priority shipments, resolve order fulfillment bottlenecks, and maintain OTIF KPIs .
• Process Improvement & Reporting: Track team KPIs (order accuracy, turnaround time, RMA volumes), identify opportunities to streamline SOPs, and generate weekly/monthly customer service activity reports for leadership.

What You Bring (Qualifications)

• Education: Post-secondary diploma or degree in Business Administration, Supply Chain, Operations, or a related discipline.
• Experience: Minimum of 4–6 years of customer service and order desk experience in a manufacturing, consumer goods (CPG), or wholesale/retail distribution environment, including 1–2+ years in a supervisory or team lead capacity.
• ERP & Systems Proficiency: Proven hands-on experience working in NetSuite ERP (or comparable enterprise ERP systems) and EDI platforms (e.g., SPS Commerce, CommerceHub, or retailer direct portals).
• Hands-On Leadership Style: A collaborative, lead-by-example mindset with a willingness to actively support portal oversight, order workflows, and customer escalations alongside the team.
• Technical & Analytical Skills: Proficient with the Microsoft Office suite (specifically intermediate to advanced Excel for running discrepancy and order reports).
• Communication & De-escalation: Exceptional verbal and written communication skills with a proven track record of handling customer and vendor escalations diplomatically under pressure.
• Language Skills: Fluent professional English communication skills (French/English bilingualism is considered an asset, but is not required).

Physical and Environmental Requirements

• Role operates primarily in a hybrid corporate office environment located in Concord/Vaughan, ON.
• Ability to periodically visit and walk the local warehouse/distribution facility to coordinate on product returns, order inspections, and shipping priorities.
• Ability to safely handle and inspect product samples or marketing materials weighing up to 25 lbs as needed.

What You Can Expect at Multy

• Comprehensive Benefits: Fully paid health, dental, and medical benefits coverage (following standard eligibility).
• Retirement Planning: Company retirement savings program with employer matching opportunities.
• Work-Life Balance: Generous paid vacation entitlement and hybrid workplace flexibility.
• Growth & Impact: A high-visibility leadership role with direct opportunity to optimize processes, build team capabilities, and contribute to business scalability.
• Purpose-Driven Culture: The opportunity to be part of an industry leader in sustainability and circular manufacturing that diverts millions of pounds of waste from landfills each year.

Accessibility and Equal Opportunity

Multy is committed to providing an inclusive workplace where all qualified individuals have an equal opportunity to succeed. Employment decisions are made in accordance with applicable human rights and employment legislation.

Accommodations are available upon request throughout the recruitment and selection process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code .

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