Job Description

As the Customer Account Manager, the successful candidate will be responsible for maintaining and growing long-term relationships with OEM customers in the steel and agricultural manufacturing sector.

This role serves as the primary point of contact for assigned accounts, ensuring customer satisfaction, resolving issues, and identifying opportunities to expand business. The Customer Account Manager will collaborate with internal teams (administration, production, logistics, quality, sales, purchasing, commodity, and finance) to deliver seamless service and maximize customer value. On the job training will be provided to the right candidate.

This position is not a call centre role, and related tasks and activities are outlined under the duties and responsibilities below. Although the working condition is office based, with regular interaction with production & logistics, this position may take you out of the typical office environment, onto the production floor, exposing you to varying noise levels, machinery, dust and dirt (PPE required). Additionally, occasional travel to customer sites and/or trade shows are required. This is a full-time position that typically reports to the Office Manager.

DUTIES & RESPONSIBILITIES:

Act as the primary liaison between OEM customers and the company for all order-related, technical, and service inquiries. Develop strong, trust-based relationships with customers by understanding their business needs, applications, and long-term objectives. Maintain that customer relationship through positive and effective communication, responding to all inquires or requests, providing required information and resolving questions and concerns promptly. Serve as a customer advocate internally, ensuring their concerns and requirements are addressed promptly and effectively. Manage the full customer order lifecycle: Assist with order entry, provide confirmation to the customer, order tracking, assist with facilitating changes, and delivery coordination. Work closely with production planning and scheduling teams to align customer needs with manufacturing capabilities. Monitor order status and proactively communicate updates to customers, including delays, expedited requests, or changes. Ensure all documentation (PO acknowledgments, mill test certificates, shipping documents) is accurate and submitted on time. Assist in preparing quotes, proposals, and contract renewals as required. Partner with the sales & business development team to identify upselling or cross-selling opportunities within existing accounts. Work with Commodity & Procurement Management on strategic material planning & sourcing. Work with Quality Assurance to advise of customer returns, warranty issues, and any complaints or concerns Conduct regular customer reviews (calls, visits, or virtual meetings) to discuss performance, upcoming projects, and service improvements. Support Customer Service with customer care calls to customers in order to conduct a survey, as needed. Contribute to process improvement initiatives that enhance customer experience and operational efficiency. Handle confidential information on a regular basis professionally and ethically. Comply with all company policies and procedures and adhere to company standards. Assist with any other jobs, projects or duties that are assigned or may arise.
EDUCATION, SKILLS & EXPERIENCE:

Minimum 3-5 years of experience in account management, sales, or customer service within the steel, metals, or manufacturing industry. Strong communication and organizational skills, with an aptitude for dealing with technical and functional features of products and their applications. Familiarity with steel grades, specifications, and manufacturing processes is a strong asset. Experience with order fulfillment and inventory control tasks, such as order entry, purchasing, stock replenishment and inventory analysis preferred. Familiarity with production and scheduling considered an asset. Experience in a manufacturing setting (aerospace, agriculture, etc.) preferred. Ability to work under pressure and with a high level of accuracy and detail. Able to work efficiently with minimal supervision. Solid knowledge of Microsoft Office (Word, Excel, Outlook, TEAMS); advanced Microsoft excel skills are a must (pivot tables, VLOOKUP/XLOOKUP, formulas, data analysis, reporting). Experience with ERP/MRP systems (e.g., JobBOSS, SAP) and CRM software (Salesforce) an asset.
OTHER REQUIREMENTS:

Excellent communication and negotiation abilities (written and verbal) Customer focused with a strong interpersonal and relationship-building skills Fluent in English (must be able to speak, read and write in English) Detail Oriented with strong problem solving and decision-making skills Highly organized with the ability to manage multiple priorities and deadlines Analytical mindset to track KPIs, identify trends, and report on account performance. Always maintaining a professional demeanor with fellow employees, management and customers
Job Type: Full-time

Benefits:

Company events Dental care Employee assistance program Extended health care Life insurance On-site parking Paid time off RRSP match Vision care Wellness program
Application question(s):

What is your salary expectation for this role?
Experience:

Customer service: 2 years (required)
Location:

Winnipeg, MB R2R 0J2 (required)
Work Location: In person