Customer Experience Account Manager

At Batory, we encourage our team to Bring YOU, Every Day because true success starts with the ability to be yourself and let your unique talents shine. Since 1979, the heart of our success has been our people. The Friedman family established a legacy of generosity, warmth, and respect. And with core values like Invest in Relationships and Be Relentless About Improvement, each member of our team consistently strives for excellence to uphold that legacy—whether it's related to the employee experience, our processes, or the customer journey. Join our team today and help us build a better tomorrow, together.

Benefits

14 holidays with an end of year holiday refresh break

Health, Vision and Dental Insurance

401K Plan & Profit-Sharing program

Tuition reimbursement program

Be Positively Excellent well-being program.

Term Life Insurance Plan

Standard Disability Plan

CUSTOMER EXPERIENCE ACCOUNT MANAGER & SALES SUPPORT - CANADA

Job Description:

The Customer Experience Account Manager & Sales Support role is responsible for managing client relationships, driving business growth, and ensuring seamless operational and administrative support across sales and customer service functions. This role acts as the primary liaison between customers, sales teams, and internal partners, overseeing the full customer order process, sales analytics, and account development. This role requires strong communication skills, critical thinking, problem-solving skills, organizational excellence, and the resilience to navigate daily challenges while "owning" the customer relationship in partnership with sales.

This position is currently remote. This position will eventually be hybrid with 3 days in the office in the greater Toronto area.

Key Responsibilities:

• Process and manage a high volume of complex, multi-step orders, serving as the primary owner to ensure accurate and timely execution.
• Navigate multiple computer systems and platforms to complete all steps of the order fulfillment process.
• Handle significant volumes of inbound and outbound communications (calls, emails, chats) with customers and internal stakeholders, ensuring timely and professional responses.
• Collaborate cross-functionally with Sales, Credit, Purchasing, Inventory, Logistics, Warehouse, and Accounting to ensure seamless order execution and customer satisfaction.
• Partner with Sales to support contract balance reconciliation, forecasting, sample requests, document requests, customer events, and issue resolution, offering solutions and alternatives as needed.
• Work closely with Sales Account Managers to ensure CRM accuracy, pipeline tracking, and market intelligence gathering.
• Assist Sales Account Managers with strategic analysis of customer growth goals in alignment with Batory's objectives.
• Coordinate and support contract submissions and updates within the CRM system.
• Troubleshoot issues with critical thinking, business acumen, and professionalism to resolve complex challenges.
• Provide cross-functional support by covering team responsibilities and collaborating across departments when needed; serve as backup during team absences.
• Attend meetings and travel as required to support customer or business needs.
• Complete new account setup forms and maintain accurate customer records.
• Maintain day-to-day communication with third-party logistics (3PL) providers to ensure timely deliveries.
• Handle prepayments and coordinate with Finance for accurate processing.
• Manage intercompany sales transactions between Batory's Canadian and US entities, ensuring compliance and proper documentation.
• Contact customer prospects to develop new business.
• Perform other duties as assigned
  
  by management.

Personal Qualifications:

• Strong commitment to accuracy and attention to detail, with an appreciation for organizational structure.
• Strong communication, interpersonal, and negotiation skills.
• Initiative and self-motivation, taking ownership of tasks without the need for direction.
• Builds and maintains positive, collaborative relationships with customers, colleagues, and business partners.
• Consistently maintains a professional, empathetic, approachable, and polished demeanor in all interactions.
• Earning trust by demonstrating competence, reliability, care, clear communication, and follow-through.
• Willingness to work extended hours as needed to meet business demands.
• Thrives in a fast-paced, dynamic environment where no two days are alike.
• Comfortable in settings that encourage creative problem-solving and solution-oriented thinking.
• Excels in both team-oriented collaboration and independent work.
• Bachelor's degree in Business or Supply Chain/Distribution Management preferred, or 3+ years of equivalent customer service experience.
• Demonstrated strength in organization, critical thinking, and effective problem-solving.
• Proficient in Microsoft Office Suite and D365 and CRM software, with strong data entry skills and intermediate-level Excel skills.
• Ability to communicate effectively in French and English is preferred.

Batory Foods is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, or any other characteristic protected by applicable Canadian laws. We are committed to providing accommodations throughout the recruitment, selection, and onboarding process in accordance with applicable provincial accessibility and human rights legislation. If you require accommodation at any stage of the process, please let us know.