Customer Service Supervisor

Spence Diamonds

Job Overview

Location

Vaughan, Ontario, Canada

Salary

CAD 46,000 - 52,000 yearly

Employment Type

FULL_TIME

Work Arrangement

On-site

Sector

Retail & E-commerce

Experience Level

Mid-level (3-5 years)

Application Deadline

June 3, 2026

About the Company

Spence Diamonds, a proudly Canadian-founded company established in 1978, has built a distinguished reputation over 46 years, earning accolades such as "Canada's 50 Best Managed Companies" and "Canada's Most Admired Corporate Cultures." The company is renowned for its innovative approach to jewelry retail, featuring open showcases with over 2,500 designer ring prototypes, allowing customers to freely explore and select pieces without barriers. This customer-centric model is supported by a deep commitment to ethical sourcing and exceptional value.

At its core, Spence Diamonds prioritizes its people, fostering a culture of empowerment, continuous learning, and personal growth. The company offers attractive compensation packages, comprehensive benefits, and generous employee discounts. They are dedicated to creating unforgettable experiences for both customers and employees, celebrating milestones and promoting a positive work environment through regular events and incentive programs. Spence Diamonds aims to provide a purpose beyond profit, investing in the well-being of its team members, guests, and their families.

Job Description

Spence Diamonds is seeking a dedicated Customer Service Supervisor to join their leadership team. This role is pivotal in ensuring an exceptional client experience, serving as the primary point of contact for customers and guiding the Sales Support team.

You will be responsible for maintaining high standards in client interactions, both in-person and remotely. This includes managing sales transactions, handling customer inquiries via phone and email, overseeing inventory processes, and ensuring operational compliance. Your leadership will be crucial in training and developing the Sales Support Associates, fostering a positive and productive work environment.

The role involves a blend of customer engagement, operational oversight, and team leadership. You will also support the Store Director in maintaining showroom presentation, managing health and safety protocols, and contributing to overall store success. This is a full-time position requiring availability on weekdays, weekends, and evenings.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Customer ServiceSupervisory ExperienceMS OfficeCommunication SkillsProblem SolvingOrganization SkillsAttention to DetailTime ManagementInventory ControlCash Handling

Key Responsibilities

Greet every customer in a positive and professional manner, ensuring an exceptional client experience every time whether over the phone, email or in person.
Promptly and professionally answer/respond to all company or client correspondence.
Inspect and process incoming product repairs.
Follow up with customers via phone or email regarding their repair orders.
Conduct product quality checks and provide fulfilled/completed orders to customers at pickup, ensure that customers feel taken care of and supported throughout the process.
Cash handling and end of day processing
Ensuring upkeep of showroom appearance, merchandising and store tidiness.
Shipping and receiving of inventory and orders. Following all company guidelines regarding inventory control.
Maintaining supply inventories and conducting physical inventory cycle counts and alerting management of any discrepancies.
Address and resolve customer satisfaction issues (CSP’s) and implement appropriate solutions quickly and professionally in line with company guidelines to maintain an excellent customer experience.
Offer support to our sales teams during busy periods by taking customers through the Spence showroom experience.
Establish strong customer connections and deliver exceptional service in a face-to-face environment.
Confidently and professionally present products and services, highlighting value, features and benefits.
Manage Health and Safety compliance as the Stores H&S Representative.
Recruitment, training, performance management, conflict resolution, coaching and development of sales support team.
Directly oversee and enforce new staff adherence to the designated training process and agenda in partnership with Operations team.
Supervise and support the productivity, accuracy, and efficiency of the sales support team, working with the store leadership team to provide sales training to sales support associates.
Training and development of Sales Support team, ensuring all staff have thorough knowledge and are in compliance with Spence policies and procedures.
Follow company process on performance managing part-time associates and work with the Store Director to provide coaching and creating necessary action plans.
Conduct individual coaching sessions and spontaneous feedback discussions.
Creating and managing monthly schedules for the Sales Support Associates and ensuring scheduled hours do not exceed allotted hours.
Support the SD in ensuring store standards and business operations are running smoothly.
Support SD in impacting store/team morale, culture and engagement by supporting with upholding initiatives/approaches implemented to foster a positive work environment.
Support SD with ensuring all company controls and procedures are maintained in regard to safety and loss prevention.

Qualifications

1-2+ years of previous supervisory experience, ideally managing a team of 3-5 people
5+ years of Customer Service/Client facing experience
Strong communication skills both verbally and written
Ability to think on the spot and demonstrate strong problem solving
Strong organization skills with the ability to multi-task
Strong attention to detail
Excellent time management skills and the ability to prioritize work
Proficiency in MS office
Must be legally authorized to work in Canada

Benefits & Perks

Attractive compensation packages
Extended health benefits
Amazing employee, friends & family discounts on our products
A variety of Learning and Development resources
Special gifts to celebrate employee work anniversaries, birthdays, and personal milestones
Regular celebrations & employee incentive programs
Team building events and activities
Opportunity to grow within the company
Continuous on the job training, support and mentorship

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The Canadian retail jewelry sector is experiencing significant growth, driven by evolving consumer preferences for personalized experiences and ethical sourcing. As a Customer Service Supervisor, you will be instrumental in upholding these standards. Your role will involve managing client interactions, overseeing sales support operations, and ensuring seamless process handling. Key technical skills include CRM management, inventory control, and financial transaction processing. Your leadership will directly impact customer retention and revenue growth, reinforcing Spence Diamonds' commitment to exceptional client experiences and operational excellence.