{"id":2852065,"url":"https://alion.io/job/cornerstone-building-brands-supervisor-branch-operations-bilingual-2","title":"Supervisor, Branch Operations - Bilingual","company":{"id":4922,"name":"Cornerstone Building Brands","domain":"cornerstonebuildingbrands.com","url":"https://alion.io/company/cornerstonebuildingbrands","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ottawa, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":80000,"currency":"CAD","period":"year","gross":null,"usd_annual":56604},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-19T13:04:35Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-31T22:39:50Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Who We Are\nCornerstone Building Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.C., we serve residential and commercial customers across the new construction and Repair & Remodel (R&R) markets. Our market-leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories. Cornerstone Building Brands’ broad, multi-channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play. For more information, visit us at http://cornerstonebuildingbrands.com.\nMitten is the original Canadian manufacturer and market leader of vinyl siding. Our continued focus on operational excellence has set the industry benchmark for service, quality, performance and design, backed by the best in class lifetime warranty. As a coast to coast distributor of premium exterior building products we are the link between architects, builders and installers providing an endless variety of business and design solutions. As part of the Cornerstone Building Brands family, we are the largest manufacturer of exterior building products in North America. Our Canadian made vinyl siding has the largest and boldest colour palette in the industry and our colour matched aluminum, shake, stone, and accessories provide the perfect complements and finishing touches to any project. Our products maximize curb appeal and benefit installers by minimizing labour requirements.\n Position Summary\nThe Supervisor, Branch Operations is accountable for the disciplined execution of customer service, branch administration, and operational processes at the branch level. This role serves as the operational control point for branch activities, ensuring consistent application of national standards, effective coordination between Customer Service, Sales, and Warehouse teams, and delivery of a high-quality customer experience.\nThe Supervisor, Branch Operations is responsible for operational planning, customer communication standards, inventory administration oversight, purchase order approvals, invoicing controls, cash handling oversight, CRM documentation, and issue resolution. The role provides leadership to Customer Service Representatives while ensuring customer commitments align with operational capacity and approved business processes.\nThis position does not own sales revenue or pricing strategy but plays a critical role in protecting service levels, operational efficiency, margin, compliance, and customer satisfaction.\nKey Responsibilities\nCustomer Service Leadership & Communication\nLead, coach, develop, and support Customer Service Representatives.\nEstablish and maintain customer communication standards to ensure consistent messaging and service delivery.\nEnsure appropriate service coverage and adherence to company policies, procedures, and documentation standards.\nServe as the primary escalation point for customer service concerns and operational issues.\nSupport resolution of customer concerns while balancing customer expectations with operational realities.\nOperational Planning & Control\nOwn weekly shipping and fulfillment planning activities.\nValidate customer wanted-on dates against established lead times and warehouse capacity.\nPrioritize orders based on approved planning criteria and operational requirements.\nApprove or deny requests that impact order sequencing, capacity, or fulfillment plans within established authority levels.\nCoordinate with Warehouse leadership to ensure alignment between customer commitments and operational execution.\nEscalate sustained capacity constraints, service risks, or operational conflicts to Regional Sales Operations leadership as required.\nSupport freight optimization initiatives, including zone-based shipping strategies where appropriate.\nDecision Ownership & Escalation Management\nApprove or deny operational exceptions within defined authority limits.\nEnsure all exceptions are properly documented, time-bound, and escalated when required.\nServe as the escalation point for customer urgency requests, service disruptions, and operational conflicts.\nMaintain compliance with established authority and escalation frameworks.\nEscalate high-risk, precedent-setting, or non-standard requests to appropriate leadership.\nPurchase Order Approval & Purchasing Oversight\nApprove purchase orders exceeding Customer Service Representative authority levels.\nEnsure customer approvals, signed confirmations, and deposits are obtained before purchase order issuance where required.\nEnsure local purchasing activities comply with approved supplier lists, pricing structures, authorization limits, and company policies.\nMaintain documentation and audit compliance for all purchasing activities.\nPrevent unauthorized purchase commitments or issuance of purchase orders without proper approvals.\nInventory Administration & Operational Controls\nOversee branch inventory administration in partnership with Warehouse leadership.\nSupport inventory accuracy and compliance with company procedures.\nMonitor inventory-related exceptions and coordinate corrective actions when required.\nEnsure inventory transactions are accurately documented and reconciled.\nShipment Confirmation, Invoicing & Documentation\nOwn shipment confirmation and invoicing processes within the ERP system.\nEnsure shipment confirmations, invoicing, and Advance Shipping Notice (ASN) creation are completed promptly following physical shipment.\nValidate shipment quantities, dates, and documented exceptions before invoice release.\nMaintain accurate records supporting customer orders and fulfillment activities.\nCash Handling & Financial Administration\nMaintain oversight of daily cash handling activities and bank deposits.\nEnsure deposits are completed accurately, documented appropriately, and submitted in accordance with company policy.\nVerify deposits related to customer orders prior to order release or purchase order issuance where applicable.\nSupport branch compliance with financial control procedures.\nCRM Documentation & Compliance\nEnsure CRM remains the system of record for customer communication, approvals, exceptions, and operational decisions.\nMaintain accurate and timely documentation of customer interactions and branch decisions.\nEnsure all customer-facing decisions, approvals, and exceptions are recorded within the same business day.\nDocument exception rationale, customer acknowledgments, actions taken, and outcomes.\nMonitor recurring exceptions and support reporting efforts to identify trends and improvement opportunities.\nService Recovery & Issue Resolution\nApprove service recovery actions related to internal service failures.\nCoordinate corrective actions with Customer Service and Warehouse teams as required.\nEnsure service recovery activities are properly documented.\nLead resolution and closure of customer service issues.\nParticipate in root cause analysis and corrective action planning for recurring operational issues.\nSafety, Training & Continuous Improvement\nComplete required safety training and maintain First Aid/CPR certification where required.\nParticipate in monthly safety meetings and support branch safety initiatives.\nReinforce compliance with company safety standards and procedures.\nIdentify recurring operational challenges and participate in continuous improvement initiatives.\nSupport implementation of process improvements that enhance service, efficiency, and compliance.\nEnsure branch operations remain aligned with national standards and approved operating procedures.\nKey Performance Indicators (KPIs)\nCustomer service responsiveness and satisfaction\nEscalation quality and timeliness\nOperational planning effectiveness\nPolicy, procedure, and authority compliance\nInventory administration accuracy\nInvoice and shipment documentation accuracy\nCRM documentation compliance\nCash handling and financial control compliance\nIssue resolution effectiveness\nSafety compliance and training completion\n 3-5 years of experience in branch operations, customer service leadership, distribution, or related operational management roles.\nDemonstrated experience leading and developing employees in a customer-focused environment.\nStrong organizational, planning, and problem-solving skills.\nAbility to make sound operational decisions within defined authority levels.\nExperience working with ERP and CRM systems.\nStrong communication and conflict-resolution skills.\nAbility to manage multiple priorities in a fast-paced environment.\nWorking knowledge of inventory, purchasing, invoicing, and branch administrative processes.\nFull proficiency in both French and English\nCore Competencies\nLeadership and Team Development\nOperational Planning and Execution\nCustomer Service Excellence\nDecision Making and Accountability\nProcess Discipline and Compliance\nCommunication and Collaboration\nContinuous Improvement\nFinancial and Administrative Controls\nProblem Solving and Issue Resolution\nThis is a fully on-site position based out of our Ottawa Branch location:\nMitten Building Products, 1000 Last Mile Dr, Unit 4, Ottawa, ON K1G 6Y1, Canada\n Salary: Base: $70,000 - 80,000 plus SIP. Placement within the range will be determined based on the candidate's experience, skills, and qualifications relative to the requirements of the role. Candidates who meet the core requirements can generally expect to be placed closer to the midpoint of the range, while those with significant relevant experience may be considered toward the higher end of the range.\nThis is a newly created position.\nMitten is committed to an inclusive, equitable and accessible workplace. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. 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