Customer Service Account Manager

Molex; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

Molex is seeking a Customer Service Account Manager to serve as the primary contact for assigned customers, driving satisfaction, revenue growth, and operational excellence. You will partner with Sales, Operations, Supply Chain, Planning, Quality, Engineering, Production, and Shipping to ensure seamless execution of requirements and timely order fulfillment.

Join our Commercial team supporting Aerospace & Defense Solutions customers across a diverse product portfolio.

Qualifications

• High School Diploma or GED.
• 2+ years in customer service, account management, inside sales, or related role.
• Experience managing orders, quotations, contracts, or account activities.
• Experience with ERP, order management platforms or CRM systems.
• Proficient with Excel, Outlook, Word, and PowerPoint.
• Strong verbal, written and interpersonal communication.
• Strong organizational skills with multiple priorities.
• Ability to collaborate with internal and external stakeholders.

Responsibilities

• Develop and maintain relationships with assigned customers and stakeholders.
• Serve as the primary point of contact for inquiries, orders, quotes, contracts.
• Support revenue growth by engaging customers and partnering with sales.
• Enter and maintain customer orders in ERP and order systems.
• Manage order fulfillment: acknowledgements, status, shipments, delivery dates.
• Monitor orders with Production, Planning, Purchasing, Quality, Shipping, SCM.
• Handle backorders, expedites, reschedules, shortages, delays; communicate impacts.
• Coordinate returns, RMAs, credits, replacements per policies.
• Act as customer advocate for issues with internal teams.
• Support territory forecasting, CRM pipeline, and sales objectives.
• Participate in meetings, calls, site visits as needed.
• Generate reports and identify process improvements.
• Provide backup support for other account managers.

Skills

Relationship management

Customer inquiries handling

ERP systems

CRM systems

MS Office

Communication skills

Organizational skills

Cross-functional collaboration

Education

High School Diploma

Bachelor's degree (Business/Marketing/Sales/Supply Chain)

Tools

ERP systems

CRM systems

Order management platforms

MS Office suite

Job description

As a Customer Service Account Manager, you will serve as the primary point of contact for assigned customers, building strong relationships while driving customer satisfaction, revenue growth, and operational excellence. You will partner closely with Sales, Operations, Supply Chain, Planning, Quality, Engineering, Production, and Shipping teams to ensure seamless execution of customer requirements, timely order fulfillment, and resolution of customer issues. This role plays a key part in creating long-term value through exceptional service, proactive communication, and continuous improvement.

Our Team

You will be part of the Commercial team supporting Molex Aerospace & Defense Solutions customers across a diverse portfolio of products and programs. Our team collaborates across Sales, Customer Service, Operations, Supply Chain, Planning, Engineering, Quality, and Manufacturing to deliver outstanding customer experiences, meet business objectives, and create mutual benefit for our customers and the organization.

What You Will Do

• Develop and maintain strong relationships with assigned customers and key stakeholders while serving as the voice of the customer within the organization.
• Serve as the primary point of contact for customer inquiries, orders, quotations, contracts, and account-related activities, ensuring timely responses and resolution of issues.
• Support revenue growth initiatives by proactively engaging customers, identifying opportunities, and partnering with outside sales teams to execute account strategies.
• Enter, process, update, and maintain customer orders within ERP and order management systems, ensuring customer requirements, pricing, quantities, delivery dates, and documentation are accurate.
• Manage customer order fulfillment activities, including order acknowledgements, status updates, shipment notifications, delivery commitments, and other customer communications.
• Monitor customer orders and collaborate with Production, Planning, Purchasing, Quality, Shipping, and Supply Chain teams regarding production schedules, material availability, shortages, delays, and delivery commitments.
• Manage backorders, expedites, reschedules, shortages, production delays, and other order changes while proactively communicating impacts and solutions to customers.
• Coordinate returns, RMAs, credits, replacements, and other customer service activities in accordance with company policies and procedures.
• Act as the customer advocate by coordinating the timely resolution of technical, quality, delivery, and product-related issues with appropriate internal stakeholders.
• Support territory forecasting activities, monitor account performance, maintain CRM opportunities and pipeline data, and assist in achieving sales objectives.
• Participate in customer meetings, conference calls, and site visits as needed.
• Generate reports, analyze account performance, and identify opportunities to improve processes, responsiveness, and customer satisfaction.
• Provide backup support for other account managers and commercial team members as required.

Who You Are (Basic Qualifications)

• High School Diploma or GED.
• 2+ years of experience in customer service, account management, inside sales, or a related commercial role.
• Experience managing customer orders, quotations, contracts, or account-related activities.
• Experience working within ERP systems, order management platforms, CRM systems, or related business applications.
• Proficiency with Microsoft Office applications including Excel, Outlook, Word, and PowerPoint.
• Strong verbal, written, and interpersonal communication skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Ability to effectively collaborate with internal and external stakeholders to resolve customer issues and drive results.

What Will Put You Ahead

• Bachelor's degree in Business, Marketing, Sales, Supply Chain, or a related field.
• Experience in the connector, interconnect, electronics, aerospace, defense, or manufacturing industries.
• Experience supporting strategic customer accounts while contributing to revenue growth and customer retention initiatives.
• Knowledge of customer forecasting, demand planning, contract review, and order fulfillment processes.
• Experience working within a cross-functional manufacturing environment.
• Familiarity with manufacturing processes, production schedules, inventory management, shipping procedures, product specifications, part numbers, and bills of material.
• Experience analyzing sales data, forecasting trends, and managing customer pipelines within CRM systems.

Hiring Philosophy

All Koch companies value integrity, humility, respect, self-actualization, principled entrepreneurship, transformation, and compliance. As a Koch company, we seek individuals who are motivated to create value, challenge the status quo, and contribute to a culture of continuous improvement.

Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location.

Who We Are

As a Koch company, Molex is a leading global provider of electronic solutions, driving innovation and enabling progress across industries including aerospace and defense, transportation, medical, industrial, data communications, and consumer electronics. Our people, technologies, and manufacturing expertise help customers solve complex challenges through advanced connectivity, signal transmission, and electronic solutions that power the world's most critical applications.

Aerospace & Defense Solutions (ADS)

Molex's Aerospace & Defense Solutions (ADS) Division delivers mission-critical connectivity, signal technologies, and electronic solutions designed for the most demanding environments. Drawing on decades of engineering excellence and innovation, we support aerospace, defense, space, and other high-reliability markets where performance is essential and failure is not an option.

From enabling next-generation communications and data transfer to providing rugged interconnect and electronic solutions for mission-critical systems, our technologies help customers advance capabilities across air, land, sea, and space. At ADS, we combine deep technical expertise, operational excellence, and a culture of principled entrepreneurship to create value for our customers, communities, and one another.

Join us and help shape the future of aerospace and defense through innovation, reliability, and purpose-driven solutions.