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About the Client
Our client is a well-established manufacturing company in the building materials and sheet metal industry, specializing in producing high-quality metal products used in construction projects. They supply contractors, homebuilders, and distributors with reliable, custom-fabricated solutions that support residential, commercial, and industrial builds.
The company is known for its strong reputation in the industry, commitment to quality, and long-standing customer relationships across the construction and building supply sector.
Job Summary
We are seeking a Customer Experience & Account Manager to support customer relationships, business development, and account growth within a manufacturing and building products environment. This role focuses on delivering exceptional customer service while driving revenue growth, managing key accounts, and coordinating effectively across sales, operations, and production teams.
Location: Winnipeg, MB
Department: Sales & Customer Service
Reports To: Managing Director
Salary: $50,000 – $60,000
Key Responsibilities
Customer Experience & Account Management
- Manage day-to-day customer interactions across contractor, distributor, and commercial accounts
- Ensure high levels of customer satisfaction through timely communication and problem resolution
- Act as the primary point of contact for key accounts and escalations
Business Development & Sales Growth
- Identify opportunities for account growth, upselling, and cross-selling
- Support territory and account growth strategies
- Maintain and develop long-term customer relationships
Quoting & Order Management
- Prepare and issue quotations and estimates
- Manage order-to-cash cycle including order entry, tracking, and follow-ups
- Coordinate delivery schedules with operations and logistics teams
CRM & Reporting
- Maintain accurate customer records using CRM/ERP systems (e.g., Sage 300)
- Track sales pipeline, opportunities, and follow-up activities
- Generate reports using Microsoft Excel and ERP tools
Operations Coordination
- Work closely with manufacturing, purchasing, shipping, and production teams
- Ensure order accuracy, timely fulfillment, and issue resolution
- Support forecasting and inventory planning activities
Process Improvement
- Identify opportunities to improve customer service workflows and internal processes
- Support implementation of CRM/ERP improvements and tracking systems
Required Skills & Experience
- Experience in Customer Experience Management, Account Management, or Inside Sales
- Strong understanding of business development and account growth strategies
- Experience with CRM and ERP systems (Sage 300 preferred)
- Strong Excel and reporting skills
- Knowledge of order-to-cash processes
- Ability to manage multiple accounts and priorities
- Strong communication and problem-solving skills
- Experience working with distributors, contractors, or manufacturing environments
Key Competencies
- Customer-focused mindset
- Relationship building and retention
- Analytical thinking and margin awareness
- Strong coordination and organizational skills
- Results-driven with attention to detail
Preferred Experience
- Background in building products, manufacturing, or distribution industries
- Experience managing 100+ accounts or large customer portfolios
- Exposure to forecasting, pricing support, and sales pipeline management
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