Customer Service Representative - Account Manager

Join Our Order Desk Team at Stage Windows & Doors!

Company Overview:

Stage Windows & Doors is a leading manufacturer of custom window and door solutions serving the residential replacement, custom home, and low-rise construction markets across Ontario. Based in Vaughan, we are committed to delivering exceptional quality, on-time delivery, and outstanding customer service.

At Stage, we believe our people are our greatest asset. We foster a collaborative, respectful, and safety-focused workplace where employees are empowered to grow, contribute, and make a meaningful impact.

Position Summary:

We are seeking a highly organized and customer-focused Customer Service Representative
- Account Manager (Order Desk) to join our team. Reporting to the Senior Order Desk Manager, this is a full-time, on-site position based at our Vaughan facility.

The Customer Service Representative
- Project Estimator serves as the primary point of contact for assigned customers, providing exceptional support throughout the order lifecycle—from quotation and order entry through production and final delivery. This role works closely with Sales, Estimating, AutoCAD, Production, Scheduling, Shipping, Service, Customer Service, and Finance to ensure orders are processed accurately, customer expectations are met, and a positive customer experience is delivered.

The ideal candidate has experience in Customer Service, Account Management, or Order Desk operations, along with excellent communication, organizational, and problem-solving skills. They thrive in a fast-paced manufacturing environment, are committed to delivering exceptional customer service, and enjoy building strong customer relationships. Experience with AutoCAD or the ability to interpret technical drawings is considered an asset.

Key Responsibilities:

Order Management:

• Prepare accurate quotations based on customer specifications and project requirements.
• Review drawings and perform project take-offs to determine product requirements.
• Process customer orders accurately and review specifications, pricing, and dimensions.
• Coordinate order changes and maintain accurate customer records.
• Monitor orders through production and provide customers with status updates.
• Follow up on quotations, orders, and outstanding customer requests.
• Work closely with Estimating, AutoCAD, Production, Scheduling, Shipping, and Finance to ensure timely and accurate order fulfillment.

Customer Service & Relationship Management:

• Serve as the primary point of contact for assigned dealer, builder, contractor, and distributor accounts.
• Build and maintain positive, long-term customer relationships through professional, responsive service.
• Respond promptly to customer inquiries by phone and email.
• Provide customers with product information, pricing, lead times, literature, and technical support.
• Assist customers in selecting products that best meet their project requirements.
• Keep customers informed of order status, production schedules, and delivery timelines.
• Ensure a positive customer experience throughout every interaction.

Cross-Functional Coordination:

• Work closely with Estimating, AutoCAD, Production, Scheduling, Shipping, Finance, Service, and Customer Service to ensure seamless order execution.
• Communicate customer requirements and project updates to internal departments.
• Coordinate timely resolution of order discrepancies, scheduling concerns, delivery issues, and customer requests.
• Escalate complex issues appropriately while ensuring customers remain informed.
• Support continuous communication between departments to improve customer satisfaction.

Product & Technical Support:

• Develop and maintain a strong understanding of Stage Windows & Doors products, accessories, hardware, glass options, and manufacturing processes.
• Assist customers in understanding product specifications and available options.
• Review technical drawings and specifications with customers when required.
• Work collaboratively with AutoCAD Technicians regarding customer drawings and project details.
• Participate in ongoing product and system training to remain current with new products and manufacturing capabilities.

Customer

Experience:

• Handle customer…