Job Description

Are you passionate, energetic and innovative? Do you believe in a culture that is grounded in trut, accountability, clear communications and continuous improvement? This is the foundation of a workplace where people are empowered to do their best work, support one another, and deliver outstanding results.

At Anchor Danly we know organizational sustainability starts by offering products and services that Customers truly care about ... but we also know that the ability to sustainably execute is a reflection of an organizations Leadership, Culture and People.

We offer competitive wages, educational assistance, benefits and pension, paid holidays, and vacation time!

Headquartered in Windsor, Ontario and with manufacturing facilities in the U.S. and Canada, Anchor Danly's capabilities have allowed us to successfully partner with our Customers who in turn work with end users around the globe. Our breadth of products, superior quality, industry leading manufacturing speed and deep customer relations have all been key contributors to our success.

POSITION SCOPE

Responsible for the overall performance of the Customer Service and Estimating teams across Anchor Danly's four manufacturing locations (Montreal, Windsor and Cambridge, Ontario; Ithaca, Michigan). This role is critical to delivering Anchor Danly's core value proposition: QUALITY, COST, and DELIVERY excellence for our die sets, steel plates, automation bases, and custom fabrications. The position drives exceptional customer experiences through rapid, accurate quote responses and seamless order processing while supporting our customers in tool and die, metal stamping, plastic injection molding, and OEM fabrication markets. The manager coordinates closely with sales, engineering, and manufacturing teams to optimize customer satisfaction, capture rates, and profitability across our diverse product portfolio. This position reports to VP, Sales.

KEY RESPONSIBILITIES

1. Customer Service Operations Management

Coordinate and maintain quote/order taking and order processing workflows to satisfy both customer requirements and manufacturing schedules Drive team performance to meet established benchmarks for quote response times and service level agreements Monitor and ensure quote log information is updated in a timely manner Analyze and improve customer capture rates and gross margin performance Implement margin improvement initiatives as directed by senior management Address all External Failures (Voice of Customer) and Internal Incidents in a timely and professional manner Ensure adequate phone coverage and responsiveness for the customer base across all locations Monitor and optimize utilization of corporate plant capacities Oversee contract review quality processes and ensure compliance with established procedures Maintain current and accurate customer profiles in the system Review and approve all customer credits up to $1,000 Provide hands-on support to the estimating team as needed Verify accuracy of placed orders before transferring to Engineering for processing Complete special projects and assignments as requested by the VP Sales

2. Team Leadership and Development

Lead by example through demonstration of company values, professionalism, and customer-first mindset Provide ongoing coaching, performance feedback, and professional development for direct reports Conduct performance evaluations and wage reviews for all direct reports in collaboration with VP Sales Address performance issues through progressive discipline when necessary Foster a culture of continuous improvement by promoting employee involvement in process enhancement initiatives Facilitate weekly team meetings to ensure clear communication and alignment Conduct quarterly one-on-one review meetings with all direct reports Maintain comprehensive employee records including training documentation, performance records, and disciplinary actions

3. Customer Relationship Management

Collaborate professionally with VP Sales, Territory Managers, and Plant Managers to ensure customer satisfaction Partner with outside sales representatives and customers directly to resolve discrepancies related to delivery, pricing, quality, or order information Ensure timely and appropriate escalation through proper channels for all customer delivery and quality concerns Build and maintain strong relationships with key customers and distributors as identified by the VP Sales

QUALIFICATIONS

Education

Bachelor's degree in Business Administration, Operations Management, or related field preferred Equivalent combination of education and relevant experience will be considered

Experience

Minimum 5 years of customer service management experience in manufacturing, preferably in tool and die, metal fabrication, or industrial products sector Proven track record managing multi-site operations and remote teams Demonstrated experience with build-to-print, build-to-order, or custom manufacturing environments Experience with estimating, quoting, and order management processes for engineered products Experience with ERP systems and customer relationship management (CRM) software in a manufacturing setting

Core Competencies

Strong leadership and team development capabilities Excellent communication skills, both written and verbal Advanced problem-solving and analytical thinking Customer-focused mindset with commitment to service excellence Strong organizational and time management skills Ability to work effectively in fast-paced, dynamic environment Financial acumen with understanding of margin management and cost control Proficiency with Microsoft Office Suite and business software applications Conflict resolution and negotiation skills Technical aptitude for understanding manufacturing processes, materials, and cost estimation methodologies

Technical Expertise

Working knowledge of die set design, construction, and applications for metal stamping and plastic injection molding industries Understanding of steel plate specifications including AISI A36, 44W, 50W, 1020, 1045, and 4140 grades Familiarity with welding processes and fabrication techniques for structural steel, automation bases, and custom builds Ability to read and interpret technical drawings, blueprints, CAD files, and build-to-print specifications Understanding of cost estimation principles including material costs, CNC machining time, labor hours, overhead allocation, and margin calculations Knowledge of manufacturing processes including CNC plasma/flame cutting, CNC machining, stress relieving, grinding, and surface finishing Familiarity with industry standards including NAAMS, ISO, JIS, VDI, AWS, and CWB specifications Experience with estimating software and ERP systems used in custom manufacturing and build-to-order environments Knowledge of production capacity planning and multi-site manufacturing scheduling Understanding of quality standards, inspection requirements, and mill certifications for steel products

WORKING CONDITIONS

Primary office environment with occasional plant floor visits

Regular travel required between Cambridge, Windsor, and Ithaca locations (estimated 20-30%) Standard business hours with flexibility required to support operations across multiple time zones Occasional evening or weekend work may be required during peak periods or to address urgent customer needs

KEY PERFORMANCE INDICATORS

Quote response time and turnaround metrics Customer capture rate (quote-to-order conversion) Quoted Gross margin performance and improvement Customer satisfaction scores and feedback Order accuracy rate Team productivity and efficiency metrics Employee engagement and retention Resolution time for customer issues and complaints
We appreciate your interest in our company however only those selected for interviews will be contacted.

Anchor Danly is an equal opportunity employer and is committed to providing employment in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity or testing, please advise Human Resources if you require accommodation.

Job Type: Full-time

Benefits:

Casual dress Company events Company pension Dental care Disability insurance Employee assistance program Extended health care Flexible schedule Life insurance On-site parking Paid time off Tuition reimbursement Vision care Wellness program
Application question(s):

Have you worked in a similar environment in tooling?
Education:

DCS / DEC (preferred)
Experience:

Technical Customer Service: 5 years (preferred) ERP systems: 5 years (preferred) estimating/quoting: 5 years (preferred)
Willingness to travel:

25% (preferred)
Work Location: In person