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Operations Supervisor (Mat Cover)

Job Description

This position is responsible for directly supervising all aspects of the operations department & client relations.

The Ideal Candidate
  • Exemplary supervisory and people management skills

  • Ability to resolve issues in a timely manner independently

  • Professional demeanour and polished telephone communication skills

  • Ability to multitask in a fast paced environment over a wide range of assigned tasks

  • Positive attitude and strong work ethic

  • Ability to delegate tasks and follow-up


The incumbent will possess or demonstrate an ability to acquire the following

  • Minimum of 3 years supervisory/management experience


  • Demonstrated ability to interact, motivate & mentor individuals in the workplace

  • Knowledge of Microsoft Office, Excel, and Outlook  

  • Communication and analytical skills

  • Ability to thrive in a fast paced environment

  • Excellent written and oral communication skills and proven reading comprehension skills

  • Demonstrated organizational and time management skills

Physical Demands:

  • Office Environment; sit, stand as required

  • Occasionally lift or move up to 10 pounds

Key Skills
    • Directly supervise the Operations Teams, 17 associates; including Customer Service/Scheduling , Tech Support, Extended Warranty Team, Annual Service Agreement Team and Audit teams in Ontario and British Columbia

    • Set a strong example while mentoring and leading the team

    • Be capable and willing to complete all duties within the Operations department to provide blanket coverage as needed

    • Ensure all departments are functioning at full capacity, meeting sales targets, and reaching all outlined departmental KPI’s

    • Create KPI targets & generate corresponding performance reports for each employee

    • Track all attendance, including vacation, sick, and personal emergency days

    • Provide exceptional customer service to build strong relationships & support client retention

    • Educate customers about the organization’s products and services

    • Manage and deal with all customer escalations directly in a timely manner, including marketing team feedback

    • Maintain communication with customers via email, phone calls, mail, etc.

    • Prepare proper documentation and feedback on routine customer correspondence for future reference purposes in APLX

    • Update all EW/ASA contracts systemically as needed

    • Review all requests for additional discounts, evaluate potential risk factors, determine fair amounts, and approve final totals

    • Manage, print, divide, and distribute all EW/ASA customer communication letters on a daily basis

    • Ensure that all documents are signed and uploaded in AGS(Payment Plan, Quote Sheet, Funding paperwork and pictures of installations)

    • Ensure daily coordination with Sales Admin to confirm that all paperwork is signed and received

    • Update the Sales Team with customer files on hold for a duration of time without a deposit and all cancelled sales

    • Forward customer information to the Sales Admin Team to ensure required updates are made to customer files on AGS

    • Prepare bi-weekly & weekly progress reports for Payroll for multiple departments

    • Oversee the advising of the Finance Department on scheduling of hotel bookings and flights for the Installer/Service Technicians as required

    • Accurately report and appropriately document accidents, injuries, and incidents

    • Keep all supervised areas and immediate work areas clean and orderly. Maintain appearance and overall environment of facilities by completing a daily walk through

    • Perform annual reviews, appraisals, and performance management reviews for the operations staff members

    • Create and upkeep all SOP documents to ensure compliance of company’s policies & procedures

    • Prepare all other reports/statistics as requested by the operations manager 

    • Respond to all inquirers (department wide) from senior management & CEO

    • Other daily administrative duties; distributing mail, uploading documents in APLX, etc.

    • Other duties as assigned/required

    • Induction and Training Programme
    • On-going Coaching and Development

About Acorn Stairlifts Canada

Acorn Stairlifts is an international, family owned company employing over 1700 employees across 11 countries worldwide. Since our inception in the United Kingdom in 1992, we’ve established ourselves as the world's largest independent manufacturer and supplier of straight stairlifts. Our straight lifts as well as our curved and outdoor models address virtually every challenge presented by the need for assistance on the stairs.

The Canadian head office for Acorn Stairlifts is located in Burlington, Ontario, with additional offices in Montreal and Vancouver. In addition to our office staff, we have surveyors and installers spread all across the country to support our growing business.

Acorn was founded to improve the lives of seniors in our communities, with the goal being to keep our customers safe in the homes they love. We achieve these goals through abiding by our values of quality, unity, integrity, care, and ambition of which we apply to our work, clients, and employees.

Vacancies List


Job ref: OPS

29/11/19 18/12/19

Burlington, Ontario

08:30 - 17:00


CAD $ 0

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