Customer Service Supervisor

Customer Service Supervisor

Pacific Safety Products Inc. (PSP) is the premier Canadian body armour manufacturer. For over 40 years, PSP has been providing high-quality, comfortable, and durable soft body armour and carriers for Canada’s law enforcement agencies and Department of National Defence. Established in 1984, and originally started in western Canada, PSP is a proud brand of Cadre Holdings Inc. with a location in Arnprior.

We are recruiting for a Customer Service Supervisor. This is a full-time position.

The Customer Service Supervisor leads a support team dedicated to delivering exceptional customer experience. This role serves as the primary escalation point for complex issues, ensuring customers receive timely, accurate, and empathetic solutions. The supervisor empowers the team to resolve problems effectively, strengthening the relationship with our customers, and ensuring both customers and employees feel supported, valued, and heard.

Key Responsibilities:

• Provide hands-on guidance, daily direction, and real-time coaching to customer care representatives in a supervisory role.
• Foster a positive, collaborative, solution-oriented environment that encourages continuous growth, learning, and accountability.
• Monitor team performance using KPIs (response times, resolution rates, customer satisfaction).
• Conduct regular one-on-one check-ins and team meetings to address challenges, share insights, and align goals.
• Support healthy team dynamics by resolving internal conflicts constructively and fairly.
• Act as the trusted escalation point for customer concerns and unresolved issues.
• Strengthen customer confidence and foster trust through consistent, transparent updates that clearly outline progress and next steps.
• Approach every escalation with professionalism, empathy, and a commitment to finding the best possible solution.
• Troubleshoot issues thoroughly and promptly, ensuring root causes are identified and counter measures are addressed.
• Communicate clearly and proactively with customers throughout the resolution process.
• Advocate for customer needs across the organization, ensuring their voice informs product and process improvements.
• Align team objectives with company goals to ensure customer care contributes to overall success.
• Identify process gaps and implement improvements that enhance customer experience.
• Collaborate closely with cross-functional teams (sales, production, operations, etc.) to resolve systemic issues.
• Use data and customer feedback to guide decision-making and drive continuous improvement.

• Proven experience in customer service leadership or supervisory roles.
• Strong communication skills, clear, empathetic, and solution-focused.
• Demonstrated success managing escalations, resolving conflicts, and guiding customers through complex issues.
• Analytical mindset with experience using metrics to drive performance.
• Ability to balance team leadership with customer advocacy.
• Proficiency with customer service platforms, ticketing systems, and reporting tools.
• Familiar with various applications including Dynamic AX, Microsoft (Outlook, Teams, Excel), Zoho Desk, Ideagen Quality Management and Concur
• Be willing to travel when needed to support -'erson customer meetings or host customers on-site at PSP.

Apply Online

Pacific Safety Products inc. is an equal opportunity employer. We are able to provide accommodation to our applicants throughout all stages of the hiring process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). For more information please contact psphr@safariland.com.