Sales Support & Logistics Supervisor - Delta (1126)

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.

As a Sales Support & Logistics Admin Supervisor, you will be responsible for

1. 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!

We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?