Careers

Customer Service Supervisor

Closing Date: Aug 1, 2024

Department: Service

Since 1977 Gem Cabinets has been meeting the cabinetry needs of homeowners in Edmonton and surrounding areas, and now Gem is growing again! As a locally owned and operated family business Gem prides itself on its culture of taking care of its people.  Whether that is our customers that we work hard for every day, or our employees that make what we do possible, people are at the center of everything we do. As part of our recent growth, we are looking to expand our dynamic team, and we are looking for someone with a particular set of skills.

The Customer Service Supervisor ensures exceptional customer service by overseeing the efficient completion of projects and warranty work. Leading a team of Project Coordinators, Warranty Coordinators, and support staff, the Customer Service Supervisor is pivotal in ensuring customer satisfaction and project success. This position requires cabinetry knowledge, excellent project management skills, and the ability to lead and mentor a team within a dynamic and fast-paced environment.

Key responsibilities:

  • Leadership:
    • Provide leadership, guidance, and support to Project Coordinators, Warranty Coordinators and support staff.
    • Motivate and support the team, provide constructive feedback, and foster a positive customer-focused environment.
    • Set performance goals and standards for the team.
    • Improve key performance metrics.
    • Address performance concerns and support the team with workload management.
  • Customer Communication and Issue Resolution:
    • Effectively communicate with customers, internal teams, and external partners to provide updates and address concerns.
    • Resolve issues and problems promptly using problem-solving and negotiation skills.
    • Manage escalated warranty claims and ensure timely resolution.
    • Analyze customer service feedback, issues, trends and opportunities for improvement.
    • Report customer service metrics to Customer Service Manager.
    • Continuously improve customer service processes and procedures to ensure ongoing satisfaction and operational efficiency.
  • Operational Oversight:
    • Communicate with other departments and stakeholders to coordinate service delivery and improvement, developing and implementing policies, procedures, and best practices for customer service.
    • Support in recruiting and training department staff.
    • Provide team support and coverage where needed.
    • Co-chair monthly safety meetings.
    • Complete safety accident/incident reports and maintain records for the Service Department.
    • Commitment to maintaining a safe working environment for all employees and customers relevant to the role.
  • Customer Service Manager Support:
    • Collaboration on department goals
    • Prepare and maintain training and backfill plans, including detailed process documentation for each role within the department
    • Backup when Customer Service Manager is absent

Knowledge and skills required:

  • High school diploma or equivalent; additional education or certification in cabinetry, or related industry experience preferred.
  • Proficiency in Microsoft Outlook and Excel, with excellent computer skills essential for the role.
  • 3 – 4 Years of customer service preferred.
  • 1 – 3 years in a supervisory role.
  • Experience in cabinet service management, with knowledge of cabinetry fundamentals an asset.
  • Excellent project management skills, including task prioritization, resource management, and meeting deadlines.
  • Effective communication skills, both written and verbal, with the ability to interact professionally with diverse stakeholders.
  • Strong interpersonal skills, with the ability to lead, motivate, and mentor a team effectively.
  • Demonstrated problem-solving and negotiation skills, with the ability to find practical solutions to complex issues.
  • Exceptional customer service skills, focusing on building and maintaining positive relationships.
  • Ability to work well under pressure, manage interruptions, and adapt to changing priorities.
  • Proficiency in using project management, communication, and documentation software.
  • Capacity to foster a sense of ownership and empowerment among internal support staff.
To apply for this position, please send your cover letter and resume to:
Gem Cabinets, andreeasaraolu@gemcabinets.com

Shop Finisher

Closing Date: Aug 31, 2024

Department: Shop

Since 1977 Gem Cabinets has been meeting the cabinetry needs of homeowners in Edmonton and surrounding areas, and now Gem is growing again!  As a locally owned and operated family business Gem prides itself on its culture of taking care of its people.  Whether that is our customers that we work hard for every day, or our employees that make what we do possible, people are at the centre of everything we do.  As part of our recent growth, we are looking to expand our dynamic team, and we are looking for someone with a particular set of skills.

As a crucial contributor in the final stages of product completion, the Finisher ensures top-notch quality while strictly adhering to safety protocols. This role involves the precise mixing and application of finishing materials, meticulous visual inspections, accurate paperwork completion, and the maintenance of tools and equipment in compliance with safety standards. Operating in a dynamic yet casual work environment, the Finisher significantly influences customer satisfaction by consistently producing high-quality work efficiently.

KEY RESPONSIBILITIES 

  • Finish a diverse range of items to meet project deadlines, maintaining high quality and adhering to safety practices.
  • Read, interpret, and verify paperwork for accuracy, seeking clarification when necessary.
  • Conduct visual inspections to guarantee the finished product meets or exceeds expectations.
  • Expertly mix ingredients for finishing items.
  • Apply finishing materials to items.
  • Complete paperwork with precision.
  • Promptly inform Shop Foreman and/or Shop Inspector of any projects falling short of quality or time requirements.
  • Set up and sustain tools and equipment in accordance with safety practices and procedures.
  • Perform daily maintenance and upkeep of the workbench and designated areas.
  • Conduct weekly scheduled inspections and maintenance checklists on designated equipment.
  • Request necessary equipment and supplies for identified tasks.
  • Identify and propose enhancements to the Shop manual’s acquired knowledge.
  • Attend daily toolbox and monthly safety meetings.

KNOWLEDGE & SKILLS REQUIRED:

  • Minimum 2 years finishing experience.
  • High school diploma or equivalent (GED).
  • Thorough knowledge of standard methods, equipment, materials, and practices in the cabinet finishing trade.
  • Proficient in mixing ingredients to achieve specified color/shade and match existing finishes.
  • Expertise in applying primer, topcoat paint, stain, and wiped or spray-applied coatings, with the ability to mix or match.
  • Strong mathematical aptitude.
  • Familiarity with cabinet manufacturing processes.
  • Quick learner with logical thinking and an understanding of abstract relationships.
  • Proficient in project planning and management.
  • Skilled in reading, interpreting, and composing work orders.
  • Flexibility to collaborate with others and operate equipment using various processes.
  • Outstanding interpersonal skills, enabling effective collaboration with a diverse range of individuals.
  • Capable of performing consistently under pressure.
  • Meticulously detail-oriented and focused.
  • Can function amidst interruptions and meet deadlines consistently.
  • Exceptional record-keeping abilities.
  • Ability to work independently and as part of a team.
  • Demonstrates consistent follow-up on tasks and items.
To apply for this position, please send your cover letter and resume to:
Gem Cabinets, hr@gemcabinets.com

Proudly manufactured in Canada.