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 cooperative 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.

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.
- 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 iss

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