Customer Account Manager
- Surrey, BC, Canada
Full-time
Applications open in a new tab.
Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Are you looking for your next challenge? Advance Wire Products Ltd. (AWP) is North America’s leading designer and manufacturer of innovative merchandising solutions for the retail grocery, convenience, and pharmacy market. We are growing and are looking for a Customer Account Manager to join our dynamic team in Surrey.
AWP is deeply committed to its mission, which is to help drive our clients’ profitability and customer satisfaction through in-store innovation. AWP has been working with grocery, convenience, and pharmacy retailers to solve merchandising challenges since 1953. Our team combines in-depth research with front-line retail experience to anticipate and meet the needs of our clients and their business practices. All employees, from the manufacturing department through to the sales team, work to truly understand the business of our clients.
This is an in-office role based in our Surrey, BC office located in Campbell Heights.
Job Summary
The Customer Account Manager is responsible for managing key customer accounts and overseeing the end-to-end customer order requirements for grocery and retail environments. This role acts as the primary liaison between customers, internal design and production coordination teams and the Vice President, Business Development to ensure customer requirements are translated into accurate, drawing packages and customer orders to reflect customer needs.
The role is accountable for ensuring customer orders, drawing packages, and related documentation are accurate, timely, and aligned with customer expectations, company capabilities, and commercial objectives. This position plays a critical role in delivering consistent, high-quality customer experience while supporting sales growth and operational efficiency.
Key Accountabilities
Skills & Competencies:
We thank you for your interest in this position, however, only qualified candidates will be contacted for an interview. We are looking forward to receiving your resume via our online process.
AWP is deeply committed to its mission, which is to help drive our clients’ profitability and customer satisfaction through in-store innovation. AWP has been working with grocery, convenience, and pharmacy retailers to solve merchandising challenges since 1953. Our team combines in-depth research with front-line retail experience to anticipate and meet the needs of our clients and their business practices. All employees, from the manufacturing department through to the sales team, work to truly understand the business of our clients.
This is an in-office role based in our Surrey, BC office located in Campbell Heights.
Job Summary
The Customer Account Manager is responsible for managing key customer accounts and overseeing the end-to-end customer order requirements for grocery and retail environments. This role acts as the primary liaison between customers, internal design and production coordination teams and the Vice President, Business Development to ensure customer requirements are translated into accurate, drawing packages and customer orders to reflect customer needs.
The role is accountable for ensuring customer orders, drawing packages, and related documentation are accurate, timely, and aligned with customer expectations, company capabilities, and commercial objectives. This position plays a critical role in delivering consistent, high-quality customer experience while supporting sales growth and operational efficiency.
Key Accountabilities
- Serve as the primary point of contact for assigned key customer accounts throughout the order and layout design lifecycle.
- Manage and oversee the customer order intake process to ensure accuracy and completeness.
- Interpret customer floor plans and site specifications for retail and grocery spaces.
- Oversee the development of department drawing packages using the company’s manufactured display and décor solutions, ensuring designs meet customer requirements and internal manufacturing standards.
- Collaborate closely with Design teams to ensure department layouts are technically feasible and aligned with production capabilities.
- Lead, coach, and provide day-to-day direction to Customer Service Coordinators, ensuring workload balance, quality of work, and adherence to processes and timelines.
- Review and approve department layouts, order documentation, and change requests.
- Manage customer revisions, changes, and clarifications in a controlled and documented manner.
- Maintain item catalogue for key accounts to ensure accuracy of pricing and items.
- Proactively identify and resolve issues that could impact customer satisfaction, timelines, or margins.
- Contribute to continuous improvement of customer order, drawing packages, and communication processes.
- Uphold company standards for quality, customer service, and professionalism in all interactions.
Skills & Competencies:
- Strong customer relationship management and communication skills.
- Ability to translate customer requirements into practical, manufacturable layout solutions
- Leadership and people management skills, including coaching and performance oversight.
- High attention to detail and accuracy in documentation and design review.
- Strong organizational and prioritization skills in a fast-paced environment
- Problem-solving skills with the ability to manage competing priorities and deadlines.
- Strong computer proficiency, including Microsoft Outlook and Excel.
- Demonstrated ability to learn and navigate ERP, order management and other business systems
- Experience with layout/design software (SolidWorks, AutoCAD).
- Collaborative mindset with the ability to work cross-functionally.
- Post secondary education or relevant coursework in Business Administration, Project Management, Operations or related field.
- Knowledge or experience in retail and grocery store environments, including fixtures, displays, and merchandising layouts is highly desirable
- Interpretation of architectural drawings, blueprints, and floor plans
- Experience with manufacturing environment, particularly made-to-order or engineered-to-order manufacturing processes
- Flexible Start/Finish Times: We understand the importance of work-life balance. We offer the flexibility to start and finish your workday within our standard office hours, allowing you to manage your time effectively.
- Medical and Dental Benefits: Your health is our priority. We offer comprehensive medical and dental benefits to ensure you and your family have the support you need.
- Free Parking and EV Charging: Say goodbye to the stress of finding parking. Our employees enjoy complimentary parking, making your commute hassle-free, and for those with EV cars, we have four complimentary charging stalls.
- Fully Stocked Fridge with Snacks: Never go hungry at work again! Our office kitchen is filled with a variety of snacks and refreshments to keep you fueled and focused throughout the day.
We thank you for your interest in this position, however, only qualified candidates will be contacted for an interview. We are looking forward to receiving your resume via our online process.
More about this job
Responsibilities
Manage key customer accounts and oversee customer orders and department drawing packages from intake through layout design, coordinating customer requirements with design, production, and business development teams. Lead Customer Service Coordinators, review and approve layouts and order documentation, manage revisions, maintain account item and pricing catalogues, and resolve issues affecting customer satisfaction, timelines, or margins.
Requirements
The role calls for strong customer relationship, communication, leadership, organizational, and problem-solving skills, along with proficiency in Microsoft Outlook and Excel and the ability to learn ERP and order management systems. Relevant post-secondary education or coursework, retail or grocery merchandising knowledge, interpretation of architectural drawings and floor plans, manufacturing experience, and familiarity with SolidWorks or AutoCAD are desirable.
Skills
- Customer Communication
- Account Management
- Order Management
- Retail Layout Interpretation
- Drawing Package Review
- Leadership and Coaching
- Workload Management
- Documentation Accuracy
- Organization and Prioritization
- Problem-Solving
- Microsoft Outlook
- Microsoft Excel
- ERP Systems
- SolidWorks
- AutoCAD
Benefits
- Flexible Start and Finish Times
- Medical and Dental Benefits
- Free Parking
- Electric Vehicle Charging
- Snacks and Refreshments
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Management & Leadership
- Sales
- Manufacturing
- Retail
Keywords
- Key Account Management
- Customer Service
- Customer Order Intake
- Order Management
- Retail Merchandising
- Grocery Retail
- Convenience Retail
- Pharmacy Retail
- Store Fixtures
- Display Solutions
- Department Layouts
- Floor Plans
- Architectural Drawings
- Blueprint Interpretation
- Drawing Packages
- Manufacturing Standards
- Made-to-Order Manufacturing
- Engineered-to-Order Manufacturing
- Production Coordination
- Change Management
- Pricing Catalogues
- ERP Systems
- Microsoft Outlook
- Microsoft Excel
- SolidWorks
- AutoCAD
- Cross-Functional Collaboration
- Continuous Improvement