Working at Trail Appliances means joining an entrepreneurial-minded, driven team dedicated to delivering an exceptional customer experience. Trail Appliances is the leading independent appliance retailer in Western Canada. We’re a fast-growing company with over 500 employees in British Columbia, spread out over 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC's major markets. Join our team of trailblazers!
Our core values:
Integrity – We do what’s right, even when no one is looking.
Improvement – We do it well. Then we do it better.
Caring – We put ourselves in others’ shoes.
Authenticity – We like people, not pretense.
Determination – We kick down walls.
The Sales Support & Logistics Administration Supervisor is responsible for overseeing the daily operations of both teams, ensuring efficient order management, accurate order processing, timely invoicing, and a high standard of customer service.
This role requires strong leadership, proactive problem-solving, accountability, and effective cross-departmental coordination to maintain operational efficiency and achieve departmental objectives.
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As a Sales Support & Logistics Admin Supervisor, you will be responsible for1. Team Leadership & Supervision
- Oversee daily team operations, ensuring effective workload distribution, prioritization, and productivity.
- Provide ongoing coaching, training, feedback, and performance management to team members.
- Conduct regular team meetings, one-on-ones, and performance reviews.
- Manage staffing, attendance, schedules, vacation coverage, and cross-training to maintain operational continuity.
- Identify performance gaps and implement corrective action plans when required.
- Foster a culture of accountability, teamwork, and continuous improvement.
2. Sales Support Operations (SST)
- Oversee proactive order management, including ship date updates, delivery bookings, payment follow-ups, and customer communication.
- Ensure customer inquiries, order management requests, and escalations are handled within established timelines.
- Support Key Account Managers (KAMs), Sales teams, and other departments with complex order-related issues.
3. Logistics Administration Operations (LA)
- Oversee daily order releases, invoicing, payment verification, and delivery-related exceptions.
- Monitor the Order Hold Dashboard (OHDB) and ensure exceptions are accurately investigated and resolved.
- When required, coordinate with Warehouse, Delivery, Finance, and Sales to resolve inventory discrepancies, payment issues, and order release challenges.
4. Operational Oversight & SLA Management
- Monitor daily dashboards, reports, and operational queues to ensure compliance with established SLAs and SOPs.
- Proactively identify backlogs, operational risks, and workload challenges, implementing action plans to maintain service levels.
- Participate in daily operational meetings, provide accurate updates, and ensure assigned action items are completed promptly.
- Escalate critical operational issues to the appropriate departments or management when required.
- Ensure consistent adherence to company policies, procedures, and internal controls.
5. Customer Experience & Escalation Management
- Support team members in resolving complex issues and escalations.
- Ensure proactive customer communication, including timely callbacks and updates on outstanding issues.
- Collaborate with relevant departments to resolve customer-impacting issues and prevent recurring escalations.
- Promote a customer-focused approach while balancing operational priorities.
6. Process Improvement & Reporting
- Execute workflows as directed by the manager and monitor the productivity of assigned agents to minimize errors.
- Work with the manager to track and analyze key performance indicators, including SLA compliance, queue management, and invoicing timelines.
- Collaborate with the manager to implement process improvements based on operational trends and recurring challenges.
- Assist with testing system enhancements, process changes, and training initiatives related to D365, Zendesk, and other operational platforms.
- Provide regular updates to management on team performance, operational challenges, and improvement initiatives.
To be successful in this role, you should
- Previous supervisory or team leadership experience in sales support, logistics administration, order management, or customer service.
- Strong understanding of order processing, inventory allocation, invoicing, and delivery coordination.
- Experience with ERP and CRM systems; knowledge of Microsoft Dynamics 365 and Zendesk is an asset.
- Strong organizational, time-management, and prioritization skills.
- Ability to manage multiple teams and competing operational priorities.
- Strong analytical and problem-solving skills with excellent attention to detail.
- Excellent communication, coaching, and conflict-resolution skills.
- Ability to make timely decisions, take ownership, and work effectively under pressure.
- Demonstrated accountability, initiative, and commitment to continuous improvement.
Work Environment
- Office located in Annacis
- Timings – 8:30am - 5pm. Schedule may require to start early. Timings may vary during inventory reconciliation period
- Be Availability to work any day including Saturdays
Why join Trail:
- Competitive salary
- Extended Health Benefits
- Generous employee discounts
- Career Development Opportunities
- Employee Recognition Program
- Company events
- Fun and dynamic work environment where your strengths and personality shine!
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$62,000 - $67,000 an hour
Includes Bonus
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We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?
