Job Title: Customer Account ManagerJob Description
The Customer Account Manager drives business development within existing aerospace accounts by deepening relationships, identifying new opportunities, and ensuring an exceptional customer experience. This role manages the full order lifecycle from quotation through delivery, coordinates closely with internal operations and supply chain teams, and provides data-driven insights to support forecasting and sales growth. The position combines customer-facing responsibilities, analytical reporting, and cross-functional collaboration to grow revenue, enhance customer satisfaction, and support strategic sales initiatives.
Responsibilities

• Drive business development by saturating existing customer accounts and proactively identifying additional business opportunities within the aerospace sector.
• Manage and grow customer relationships across assigned aerospace accounts through regular communication, on-site customer visits, and proactive engagement.
• Serve as the primary point of contact for customer inquiries, issues, and service requests, ensuring timely responses and a high level of customer satisfaction and retention.
• Process sales orders accurately, verify inventory availability, and manage orders throughout the entire lifecycle from entry to fulfillment and delivery.
• Coordinate with Operations, Procurement, and Finance to resolve stock shortages, supply challenges, and delivery issues, ensuring customers receive timely and accurate information.
• Maintain an accurate order book and provide clear visibility into current and future customer demand to internal stakeholders.
• Analyze customer consumption data, purchasing trends, and part performance to support demand forecasting and identify growth opportunities within existing accounts.
• Prepare quotations, forecasts, reports, and sales performance metrics using Excel and CRM systems to support data-driven decision-making.
• Maintain up-to-date CRM records, including customer information, forecasts, communications, trip reports, and detailed account activity.
• Identify account growth opportunities, provide market insights, and contribute to sales performance initiatives aimed at increasing revenue and profitability.
• Support the VP of Sales and the Business Development team with pipeline visibility, forecasting, operational reporting, and strategic projects.
• Contribute to process improvement initiatives that enhance operational efficiency, order management accuracy, and overall customer experience.
• Collaborate with cross-functional teams, including Operations, Procurement, and Finance, to align customer requirements with internal capabilities and ensure seamless service.
• Provide inside sales support, including quoting, order entry, and customer follow-up, to ensure timely responses and a professional customer experience.
• Use data and reporting tools to monitor account performance, identify trends, and recommend actions to support sales growth and customer retention.

Essential Skills

• Proven experience in Account Management, Customer Success, or Inside Sales, with a focus on managing and growing customer relationships.
• Background in aerospace, aviation, MRO, manufacturing, or industrial distribution, with familiarity in working with technical products and complex supply chains.
• Demonstrated experience managing customer orders, including order entry, order processing, inventory checks, and coordination across the supply chain.
• Experience coordinating with operations, procurement, and finance teams to resolve stock shortages, supply issues, and delivery challenges.
• Advanced Microsoft Excel skills, including VLOOKUPs, Pivot Tables, and the ability to create and interpret reports and forecasts.
• Strong customer service orientation with the ability to handle inquiries, resolve issues, and maintain a professional and responsive communication style.
• Experience with CRM systems to manage customer information, activity tracking, and sales pipelines.
• Ability to analyze customer consumption data, purchasing trends, and part performance to support demand forecasting and identify growth opportunities.
• Strong organizational skills and attention to detail to maintain order book accuracy and ensure the integrity of customer and sales data.
• Excellent written and verbal communication skills for interacting with customers, internal teams, and leadership.
• Ability and willingness to travel approximately 30% of the time, including multi-day trips, to visit customers and support account growth.

Additional Skills & Qualifications

• Engineering knowledge or a strong interest in engineering concepts, particularly related to aerospace or industrial products.
• Experience or familiarity with Power BI or similar business intelligence tools for data visualization and reporting.
• Experience in the aviation industry, particularly with fasteners or related aerospace components.
• Experience using ERP or MRP systems, such as Nav or similar platforms, for order management and inventory coordination.
• Proficiency in additional languages, such as French, Spanish, or Mandarin/Cantonese, is an asset for supporting international customers.
• Experience in inside sales support, including quoting, sales administration, and coordination with business development teams.
• Exposure to process improvement initiatives, with the ability to identify inefficiencies and contribute to operational enhancements.
• Background in aviation maintenance or engineering environments is an advantage.
• Comfort working in both inside sales and field-based customer-facing capacities, including travel and on-site customer engagement.

Work Environment
The role is based in a Toronto office within a leading global aerospace fastener distribution organization that delivers high-quality fastening solutions to industries worldwide, with a strong focus on excellence, innovation, and customer satisfaction. The Customer Account Manager reports to the VP of Sales, who brings extensive international aviation and aerospace experience and is committed to mentoring and developing team members. The current team includes sales account managers working with a shared set of responsibilities and dedicated customer bases, alongside a business development team focused on growth. The position offers exposure to the aviation industry and regular travel, with approximately 30% of the time spent visiting customers. Travel typically includes about one week per month, or roughly five days, and may require overnight stays. Travel is primarily within the Greater Toronto Area, Ontario, and North America, with the potential to expand to international travel as the role evolves. When not traveling, the role follows a hybrid model, with a mix of office and work-from-home days, typically around three days per week in the office. The environment is collaborative and cross-functional, involving frequent interaction with Operations, Procurement, Finance, and Business Development teams. The company uses systems such as Nav and CRM platforms, as well as Microsoft Office and Excel, to manage orders, inventory, and reporting. The culture emphasizes teamwork, learning from experienced colleagues, and continuous improvement, providing opportunities for professional growth and deeper exposure to the aerospace industry.
Job Type & Location
This is a Permanent position based out of Woodbridge, ON.
Pay and Benefits
The pay range for this position is $70000.00 - $100000.00/yr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Workplace Type
This is a hybrid position in Woodbridge,ON.