Customer Solutions Manager

ABOUT THE COMPANY

EZ STAK is a leading global manufacturer of innovative storage solutions for commercial vehicles and workspaces. Driven by a strong commitment to quality, efficiency, and customer satisfaction, EZ STAK delivers expertly engineered products supported by streamlined operations that ensure consistent production, reliable delivery, and exceptional service.

THE OPPORTUNITY

We're seeking a
Customer Solutions Manager
with a strong customer-first mindset to lead our sales engineering, sales coordination, and sales analysis functions. This role partners closely with Sales and Operations to ensure customer needs are clearly understood, accurately translated, and delivered through well-defined, technically sound solutions.

You'll serve as a key customer advocate throughout the solution and quoting process—owning needs assessment, scope definition, feasibility review, and proposal development. As the primary escalation point for complex or high-value opportunities, you'll ensure customer expectations are managed proactively, communication is clear, and commitments are met.

This position is ideal for a leader who excels at building trusted customer relationships while driving internal alignment. By improving sales workflows, quote accuracy, and analytical insight, you'll directly enhance responsiveness, reliability, and the overall customer experience.

If you thrive in a manufacturing or engineered-to-order environment and are motivated by delivering exceptional customer outcomes through collaboration and precision, this role offers meaningful impact and growth.

The ability to travel to EZ STAK's Kingston, ON and Watertown, NY offices as needed is required.

KEY RESPONSIBILITIES

Customer Experience & Solution Ownership

• Own the customer solution lifecycle from initial needs assessment through solution scoping, quoting, and handoff, ensuring a seamless and responsive customer experience.
• Act as the primary point of escalation for complex or high-value customer opportunities, resolving issues quickly and communicating clearly.
• Ensure customer requirements, expectations, and constraints are accurately understood and reflected in technical and commercial solutions.

Sales Engineering & Feasibility

• Lead the development of technically sound, customer-aligned solutions in collaboration with Sales, Engineering, and Operations.
• Validate feasibility, timelines, and assumptions to ensure proposals are realistic, achievable, and aligned with customer commitments.
• Translate customer needs into clear technical and commercial requirements that support effective execution.

Sales Coordination

• Coordinate cross-functional inputs to support timely, accurate, and consistent customer proposals.
• Ensure information flows smoothly between Sales, Engineering, and Operations to minimize delays, rework, and misalignment.
• Maintain disciplined handoff processes to support a positive customer experience post-award.

Quoting, Pricing & Commercial Analysis

• Ensure all quotes and estimates are complete, accurate, and aligned with pricing structures, margin expectations, and customer value.
• Review complex or high-value proposals to balance customer needs, risk, and profitability.
• Use sales analysis and performance data to identify trends, risks, and opportunities for improvement.

Process Improvement & Customer Advocacy

• Continuously improve sales and solution workflows to enhance responsiveness, accuracy, and customer satisfaction.
• Act as the voice of the customer internally, advocating for clarity, accountability, and proactive communication.
• Support the development of tools, standards, and best practices that strengthen the overall customer experience.

KEY COMPETENCIES

Customer-Centered Leadership

• Strong customer advocacy mindset with the ability to build trust and long-term relationships.
• Skilled at managing customer expectations, navigating escalations, and delivering clear, timely communication.
• Solution-oriented approach focused on creating value for both the customer and the business.

Sales Engineering & Technical Acumen

• Solid understanding of sales engineering, solution scoping, and feasibility assessment in manufacturing or engineered-to-order environments.
• Ability to interpret drawings, specifications, and technical requirements and translate them into customer-ready solutions.
• Comfortable bridging technical detail and commercial clarity for both customers and internal teams.

Commercial & Analytical Strength

• Strong capability in quoting, pricing, and cost analysis, with a focus on accuracy, margins, and risk awareness.
• Ability to analyze sales data and performance metrics to identify trends, improvement opportunities, and customer impacts.
• Detail-oriented with a disciplined approach to commercial decision-making.

Cross-Functional Coordination & Influence

• Proven ability to coordinate effectively across Sales, Engineering, and Operations without direct authority.
• Strong communication and facilitation skills to align stakeholders around customer priorities.
• Highly organized, able to manage competing demands while maintaining customer responsiveness.

Continuous Improvement Mindset

• Proactive in improving processes, tools, and workflows to enhance speed, accuracy, and customer experience.
• Adaptable and comfortable working in dynamic, customer-driven environments.
• Takes ownership and accountability for outcomes from both a customer and business perspective.

POSITION REQUIREMENTS

Education & Experience

• Post-secondary education in Engineering, Business, Project Management, or a related field, or equivalent experience.
• 5+ years' leadership experience in sales engineering, customer solutions, estimating, or commercial operations, ideally in a manufacturing or engineered-to-order environment.
• Proven ability to translate customer needs into accurate, feasible technical and commercial solutions.
• Strong experience in quoting, pricing, cost analysis, and proposal development.
• Hands-on experience coordinating across Sales, Engineering, and Operations on complex, customer-driven opportunities.
• Direct B2B customer-facing experience, including issue resolution and expectation management.

Skills & Knowledge

• Customer-first communication skills with the ability to build trust, manage expectations, and handle escalations professionally.
• Strong solution-oriented thinking, balancing customer needs with feasibility, timelines, and commercial considerations.
• High attention to detail and accuracy, particularly in customer proposals and solution definition.
• Ability to synthesize technical, commercial, and customer inputs into clear, actionable recommendations.
• Effective cross-functional coordination and influence without direct authority.
• Strong organizational and prioritization skills in a fast-paced, customer-driven environment.
• Analytical mindset with the ability to interpret data, identify risks, and support sound decision-making.
• Working knowledge of ERP and CRM systems to support quoting, coordination, data accuracy, and reporting.
• Continuous improvement mindset focused on enhancing customer experience and internal effectiveness.

EZ STAK CORE VALUES

• Integrity:
  We always do what's right.
• Respect:
  We believe people and property matter.
• Teamwork
  : We pull together to win.
• Optimism:
  We persevere with enthusiasm.
• Curiosity:
  We are hungry to learn, improve and succeed.

WHY JOIN US:

• The opportunity to make a significant impact in a fast-growing company.
• A vibrant, collaborative and innovative work environment.
• A competitive total remuneration package.
• Ample career growth and development opportunities.