Customer Experience Manager


The Customer Experience Manager (CEM) will manage daily operations within a cross-functional team specializing in customer service, quotes/estimating, sourcing raw materials, and performing transactional sales. This is a key role coordinating various functions within a dynamic team. Candidates should be passionate about customer satisfaction and want to seek innovative solutions, with a demonstrated ability to implement them quickly and accurately.

The CEM must become an expert in our internal systems such as quote creation, inventory and sales order processes, manufacturing, and production planning.

The CEM will create and report on quoting, sales orders, and customer conversion metrics, throughout BC.  She/he will act as the primary liaison with the Production and Production Control groups by attending the Daily Production meetings and report on current issues or obstacles.


  • Supervision
  • Manage day-to-day operations of the Customer Experience team which includes Estimators, Coordinators, and Customer Experience Reps
  • Ensure an effective and timely onboarding for new hires
  • Responsible for the achievement of quote response time goals and overall performance of the team
  • Provide guidance to employees for managing relationships with customers
  • Foster positive internal and external customer experience though effective management
  • Review RFQ’s based on account type, opportunity, and revenue to ensure accuracy of pricing and lead times
  • Transactional Sales
  • Responsible for the development, distribution, and monitoring of guidelines to estimate and construct pricing for customer RFQ’s and Sales Orders
  • Manage the use of transactional sales tools including ERP software, order processing, quoting software and CRM
  • Establish, monitor, and report on quote responsiveness KPI’s
  • Communicate with customers, colleagues, and vendors to ensure accurate lead times
  • Key Account Support
  • Effectively administer key account Kanban and Blanket activity in conjunction with the Materials Manager and Field Sales Managers
  • Review quotes created by Estimators for certain customers and dollar amounts for accuracy
  • Responsible for processing large RFQ packages for all customers
  • Partner closely with the Director of Sales on key accounts and new opportunities
  • Manage CRM data input and usage across all members of the team


  • College degree in Business, preferred
  • Minimum 7 years of Sales, Sales Support or Customer Service experience with at least three of those years in management is required
  • Working knowledge of the metals industry preferred
  • Continuous Improvement / Lean experience preferred
  • Expertise in MS Office Suite, especially Excel, is required
  • Experience working with CRM solutions (preferably HubSpot or Salesforce)


  • Exhibits a strong sense of urgency with an ability to remain calm under pressure and tight timelines
  • Thrives in a fast paced environment
  • Not willing to accept anything less than ‘world class’ performance levels from all team members, including him/herself
  • Shows initiative and takes ownership of improving processes to achieve team goals
  • Must be willing to be hands on and become the technical resource for the team
  • Builds strong relationships based on trust with internal and external customers
  • Ability to assess, prioritize, and re-prioritize workload independently
  • Effective negotiation skills
  • Strong organizational, multi-tasking, and time management skills
  • Excellent written and verbal communication skills
  • Strong analytical and problem solving skills; good with numbers
  • Must be detail oriented and able to manage daily updates of inventory and purchasing data, order status and delivery information