Account Manager - Project Coordination

Markham Outer Southwest, Canada
Account Management & CustomerRelationships
Serve as the primarypoint of contact for assigned customer accounts across quotations, orders,delivery status, technical coordination, and issue resolution.
Develop and maintaincustomer relationships that support long-term engagement, confidence, andrepeat business.
Communicateproactively so customers are updated before they need to ask, with clearinformation on what happened, what comes next, and when.
Maintain ownershipthrough internal handoffs and follow-up until the customer requirement,commitment, or issue reaches a clear and confirmed outcome.
Quotation Intake & Preparation
Manage incomingquotation requests, revisions, technical inquiries, and follow-ups, ensuringrequirements are complete, prioritized, and actioned appropriately.
Review inventory,production readiness, lead-time requirements, and known constraints in Epicorbefore issuing quotations or customer commitments.
Prepare accuratequotations for standard products based on specifications, drawings, andestablished pricing, in line with defined quotation SLAs.
Prepare quotationsfor custom, engineering, and non-standard solutions by interpreting customerspecifications, project requirements, construction drawings, DWG files, and 3DCAD files.
Provide multipleproduct, sourcing, or pricing options where appropriate to support valueengineering and customer requirements.
Analyze internalcosts, vendor pricing, freight, and margins to develop competitive pricing thataligns with company margin targets.
Contact approved andprospective domestic and overseas vendors directly to obtain pricing, leadtimes, minimum order requirements, technical information, and alternativesolutions needed to prepare customer quotations.
Source new supplierswhen specialized or custom project requirements call for additional options,coordinating supplier approval, onboarding, commercial terms, and purchaseexecution with Procurement as required.
Build and validatevendor-based quotation costing independently, confirming quote validity,availability, lead time, freight assumptions, and other material commercialfactors before customer pricing is released.
Collaborate withProduct Development (PD) on pricing and technical feasibility for custom ornon-standard products.
Support RegionalSales Managers with cost-effective quotation options and value-engineeredalternatives when needed.
Order Management & Execution
Convert acceptedquotations into accurate sales orders and ensure scope, pricing, quantities,ship-to information, and required documentation are correct.
Manage orders throughinternal processes, coordinating with Production, Logistics, Procurement,Finance, and other teams to support timely execution and delivery.
Ensure customerapprovals, deposits or payment requirements, holds, and other prerequisites areidentified and followed through before production release when applicable.
Maintain complete andaccurate project, quotation, order, and customer records within ERP, CRM,ticketing, and quotation systems.
Project Coordination & Tracking
Coordinateproject-based and multi-release orders from award through delivery, includingdrawings, approvals, production release, material readiness, shipment, andother key milestones.
Track the customerNeed-By Date separately from Omnify's internal Promise Date, and communicatethe Promise Date and any changes clearly once established by Production.
Maintain an activeproject and order tracker showing current status, milestones, holds,responsible parties, risks, next actions, and target dates.
Drive follow-up withinternal owners to keep work moving, rather than only reporting status, andescalate blockers early when customer commitments are at risk.
When a Promise Dateis at risk or does not support the customer Need-By Date, coordinate recoveryoptions internally before communicating the agreed plan and next steps to thecustomer.
Facilitate cleanhandoffs between Sales, Product Development, Production, Procurement,Logistics, and other teams so requirements are clear and complete beforerelease or execution.
Customer Success & Issue Resolution
Own customerinquiries and support tickets through CRM and ticketing systems, maintainingproactive updates and clear next actions until closure.
Manage RMA processesthrough to confirmed resolution, coordinating required technical, production,logistics, or commercial actions.
Coordinate internallyto resolve product, delivery, order, or documentation issues while keeping thecustomer informed throughout.
Provide technicalproduct guidance to customers and internal teams and stay current on productupdates, capabilities, and limitations.
Support customerfeedback processes, including post-delivery follow-up and surveys, and surfacerecurring issues that require corrective action.
Cross-Functional Collaboration &Continuous Improvement
Partner with Sales,Product Development, Engineering, Production, Procurement, Finance, andLogistics to ensure quotation accuracy, clear commitments, and successful orderexecution.
Participate in andlead Customer Success huddles as assigned, bringing clear status, opencommitments, blockers, next actions, and escalations requiring cross-functionalsupport.
Escalate issuesrequiring management intervention, reprioritization, or corrective action withthe relevant facts, customer impact, and a clear recommended next step ordecision required.
Support processimprovements related to quote intake, pricing, order workflow, projecttracking, response quality, communication, and customer experience.
Share product,pricing, quotation, and vendor knowledge with team members to improveconsistency and team capability.
Requirements
Proven experience inquotation, pricing, account management, and customer-facing projectcoordination within the lighting industry or a manufacturing / custom-solutionsenvironment.
Strong commercialunderstanding of pricing strategies, cost structures, freight, vendorquotations, and margin management.
Experience managingvendor and supplier relationships, including direct overseas sourcing andquotation activity.
Project coordinationor project management experience, with the ability to manage multipleconcurrent projects, commitments, and deadlines.
Ability to interprettechnical drawings, specifications, construction documents, and CAD files.
Strong customerservice judgment with excellent written and verbal communication and theability to create clarity in complex situations.
Demonstratedownership, follow-through, organization, and problem-solving under tighttimelines and changing priorities.
Proficiency with ERPsystems (Epicor preferred), CRM, ticketing, and quotation-management systems.
Ability to workeffectively across Sales, Product Development, Production, Procurement,Finance, and Logistics while maintaining clear accountability for the customeroutcome.
What We Offer:
A challenging and rewarding role in a dynamic and growing company.
Opportunities for professional growth and development.
A supportive team environment and a culture of innovation.
Competitive salary based on experience and benefits package.
Diversity and Equal Opportunity EmploymentOmnify is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran's status, Aboriginal/Native American status or any other legally protected factors. Disability-related accommodation during the application process is available upon request.
The indicated pay range is a good faith estimate based on required qualifications, experience, training, and other factors permitted by law. It reflects the pay band established by the client company. Actual offers may vary depending on skills, experience, geographic location, and expected work quality. Most candidates start in the lower half of the range. Pay history is not considered where prohibited by law. This information serves as a general guideline for compensation discussions.
To support a fair and efficient hiring process, we may use artificial intelligence (AI) tools to help review applications. Our team carefully reviews all candidates, and AI is used only as a support tool, never as the sole decision-maker.
#J-18808-Ljbffr