Branch Customer Service and Compliance Manager

Pacific West Systems Supply Ltd. “PacWest” as we are commonly known, employs product specialists in Drywall, Insulation, Steel, Stucco and Ceiling Systems. Our growth over the past four decades has been based on our competitive pricing and delivery service capability, which is a leader in our industry.

This role manages and oversees the operational systems that support the branch’s day-to-day operations. It is accountable for implementing, maintaining, and improving processes related to customer service flow, order intake, documentation, and internal coordination.

The position ensures systems are efficient, consistent, and aligned with company standards, while supporting the branch team through clear structure and reliable execution. The role directs process adherence, evaluates system effectiveness, and implements improvements that enhance service delivery, accuracy, and overall branch performance.

The role manages the branch training and certification tracking system, ensures completion and compliance requirements are met, identifies gaps, implements corrective actions, and reports risks or issues to management. It is accountable for maintaining consistent processes across the branch and ensuring operational and compliance standards are upheld.

Tasks and results for this position include:

Lead daily customer service operations and supervise the CSR team, including assigning workloads, managing coverage, and maintaining a professional and efficient front counter experience

Oversee escalated customer concerns, manage staff with issue resolution, and ensure accuracy in orders, credits, returns, and system entries

Manages onboarding and training for new and existing staff, ensuring no employee works independently without the required training completed, documented, and signed off on

Oversees the tracking and accuracy of employee training records and certifications, ensuring all records are current, complete, and audit-ready at any time

Act as the branch point of accountability for health and safety documentation and training requirements, ensuring processes are followed consistently, and gaps are identified and addressed

Maintain and manage structured branch records, including onboarding documentation and compliance files, ensuring all records are complete, legible, properly stored, and submitted to HR as required

Responsible for maintaining audit-ready branch documentation and ensuring records are complete, organized, accessible, and compliant with company standards.

Collaborate with warehouse, delivery, and sales teams to support customer needs and ensure smooth branch operations.

Preferred Skills and Work Experience:

Experience leading or supervising a customer service or front desk team

Strong ability to manage workloads, prioritize tasks, and maintain team organization

Confident in handling customer escalations and resolving issues professionally

Demonstrated experience owning or maintaining structured documentation systems with a high level of accuracy and accountability

Strong organizational skills with the ability to manage multiple priorities independently

Comfortable coordinating and enforcing training, onboarding, and compliance requirements

Experience supporting health and safety programs, training records, or compliance processes is strongly preferred

Strong communication skills with the ability to work across departments

Proficient with Microsoft Office and general office systems

Experience in building materials, distribution, or a similar fast-paced environment is an asset

Your application

We’ve been fortunate to hire some great people, and they’ve fueled the growth that has us hiring again. We hope you’ll be the next person to join the PacWest team.

We value diversity and inclusion and encourage all qualified people to apply. We will review applications as they are received and look forward to hearing from you.

Job Types: Full-time, Permanent

Pay: $44.00-$47.00 per hour

Benefits:

Dental care

Extended health care

On-site parking

Paid time off

RRSP match

Vision care

Work Location: In person