Customer Account Manager

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 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. QUALIFICATIONS 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. Knowledge and Experience: 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 PERKS AND BENEFITS 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. Please apply before October 15, 2026. 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.