Client Services Manager

Vitrum Glass Group is recognized for its strong market presence and commitment to quality manufacturing. With steady growth and a focus on operational excellence, the company provides a reliable and supportive workplace. Team members are encouraged to develop their skills in an environment built on respect, collaboration, and high performance.

We offer a comprehensive benefits package, including Medical, Dental, and Drug coverage, a RRSP matching plan, and all safety and personal protective equipment.

We are seeking a Client Services Manager for our glass fabrication business, you wil act as the primary liaison between customers and internal production/logistics teams to ensure the timely, accurate, and high-quality delivery of custom glass products. This role involves managing order lifecycles—from inquiry and purchase order reviews to delivery—while maintaining high customer satisfaction in a fast-paced environment.

Duties and Responsibilities

• Lead, train, and coach inside sales representatives, project teams, programming and order entry departments to maintain high service standards.
• Build and maintain long-term relationships with key clients. Serve as the primary escalation point for key clients and complex orders.
• Manage customer set ups, maintain price lists, department SOP’s, playbooks and internal documents.
• Collaborate with production, engineering, and logistics teams to ensure accurate, timely production and delivery of glass products.
• Assist with quotations, pricing, contracts, drafting, and communicating project updates and deadlines.
• Manage client projects and requirements including forecasting and ensuring timely completion of projects.
• Maintain updated knowledge of all technical terms, company products, services, and capabilities.
• Ensure consistent and high level of service across all client touch points.
• Provide technical guidance on glass products, including tempered, laminated, insulated, and specialty glass, ensuring project requirements are met.
• Be an expert in all client related and pricebook modules of the ERP system.
• Collaborate with Director of Sales, Manufacturing, Planning & Scheduling and Supply Chain.
• Resolve complex client inquiries, complaints, and issues, such as shipping delays, quality issues, or incorrect specifications.
• Initiate Corrective Action Reports (CARs) for non-conforming products and maintain accurate records of customer interactions, revisions, and documentation.
• Own and report on weekly order count, weekly RMA (incl. admin errors) and booked project metrics.
• Establish clear project tracking with milestone management. Manage risk, scope change and customer expectations on projects. Ensuring documentation, specification and revisions are controlled and communicated effectively.
• Implement systems or tools that improve efficiency, visibility and coordination.

Ensure client commitments are realistic and aligned with operational capacity.

Required Qualifications

• Previous experience (3–5 years) in customer service or account management, leadership or manager role preferably within manufacturing, construction, or technical, custom-order environments.
• Exceptional customer service skills with a professional approach.
• Experience with glass fabrication, glazing, or architectural materials is highly beneficial.
• Proficiency in CRM software , ERP systems, and Microsoft Office.
• Exceptional verbal and written communication skills.
• Degree in Business or a related field is preferred

Equity Statement: Vitrum™ Glass Group is committed to equity, diversity, and inclusion. Our goal is to create an inclusive, accessible environment for our candidates and employees that reflects the communities in which we operate. If you require an accommodation for the recruitment or interview process, please let us know and we will work with you to meet your needs.

We welcome Indigenous, newcomers, and people with disabilities to apply for this position.