Customer Account Representative - Exterior Doors

Metrie is a multi-national leader in the millwork industry with over 30 locations that produces and sells interior finishings across North America. We’re passionate about making a difference by helping our customers transform their houses into homes and love where they live! You’ve probably seen our products in the media featured on tv shows and magazines such as HGTV, Style At Home and House & Home, or by one of our Instagram influencers.

Why should you work for Metrie? With us, you’re more than just a number. We work hard to create a home for our Metrie family where you are empowered to be your best every day. Your contributions matter to us! We take pride in our culture of learning, ownership, and one team, and are committed to cultivating a diverse and inclusive workplace for everyone.

The Position

The Customer Account Representative II - Exterior Doors is responsible for delivering exceptional service to customers by managing inbound and outbound communications for the exterior door product line. This role primarily involves responding to incoming calls and emails, processing orders, providing updates on inventory and order status, preparing quotes, and addressing customer inquiries and concerns. The Customer Account Representative is required to build a strong understanding of exterior door products and customer needs to ensure a high level of satisfaction and support.

In addition to inbound service, the role includes proactive outreach to assigned customers. These calls focus on following up on minimum order requirements, truck fill opportunities, exterior door product needs, and any outstanding service, delivery, product integrity, or warranty issues.

The Customer Account Representative II - Exterior Doors reports directly to the Sales Support Lead or Manager in the region and plays a key role in maintaining customer relationships, supporting the Outside Sales team, and enabling the growth of the exterior door product line through timely, accurate, and coordinated service.

This position is based in a regional office and requires in-branch presence.

As Customer Account Representative II - Exterior Doors, we need your customer focus and sound business acumen to:

• Deliver responsive and professional service across a high volume of inbound customer requests, including calls and emails related to the exterior door product line.

• Manage more complex service activities such as quoting, inventory and product availability checks, order entry, estimated delivery timing, and delivery coordination with accuracy and a strong sense of ownership.

• Develop strong exterior door product knowledge to effectively address customer questions, recommend suitable options, and tailor solutions to customer requirements.

• Proactively conduct weekly outbound calls to assigned customers to confirm orders, truck fills, and minimum requirements, while strengthening customer relationships.

• Apply established sales support processes with discipline to ensure consistent and high-quality customer experience across assigned accounts.

• Remain composed and solution-focused when engaging with customers, working constructively to resolve issues and maintain satisfaction.

• Proactively identify recurring issues, service gaps, or customer pain points and communicate them to the Sales Support Lead/Manager with recommendations for improvement.

• Apply product knowledge to suggest alternatives or value-added options that align with customer requirements and business needs, when applicable.

• Act as a key partner to Outside Sales Representatives, collaborating daily to support customer relationships, identify exterior door growth opportunities, resolve issues, and ensure a consistent, high-quality customer experience.

• Take full ownership of customer requests and issues, including delivery, product integrity, service, and warranty concerns, ensuring they are tracked through to resolution and that customers feel supported throughout the process.

• Act as a liaison among customers, Sales, Operations, and exterior door vendors to ensure delivery, product integrity, and service expectations are met.

• Coordinate with the service team and internal partners to support consistent and timely resolution of exterior door product and warranty issues.

• Serve as an exterior door product knowledge resource for customers and internal teams, contributing to training and product improvement initiatives as required.

• Support quarterly and annual sales objectives by identifying expansion opportunities within the exterior door product line and sharing relevant customer and market insights with the Sales team.

How You’ll Succeed

• Customer Focused – Provide exceptional customer service, through focusing on the customer experience and engaging in meaningful interactions

• Product Knowledge - Deeply understand our product lines and products. Effectively answer any questions concerning our offerings and ensure customers are connected to the right people and opportunities

• Problem Solving – Listen, ask questions, understand our customer needs, and provide the best options. Remain solution-focused in order to identify opportunities to help our customers

Who You Are

• A degree in business, communications, marketing, or a related field is preferred; equivalent work experience in customer service will also be considered.

• Prior sales and customer service experience is required; experience with exterior door products, building materials, or a closely related product category is strongly preferred.

• Past experience working with SAP and the ability to adapt and learn new systems

• Proven ability to build rapport with assigned customers, proactively strengthening relationships and serving as a trusted point of contact.

• Demonstrates sound judgment, flexibility, and effective problem-solving skills to adapt service approach across a variety of customer situations.

• Capable of shifting seamlessly between inbound and outbound communications, managing high-volume periods and urgent service demands while maintaining consistent service quality.

• Open to feedback and committed to continuous development in account management, business acumen, and customer service effectiveness.

• Strong verbal and written communication skills, with fluency in English and the ability to convey information clearly, professionally, and effectively across multiple channels.

• Proficient in SAP and Microsoft Office Suite, particularly Outlook, Excel, and Teams, for efficient communication, reporting, and collaboration.

• Highly organized, with demonstrated ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.

• Skilled in task prioritization and capable of working independently while remaining adaptable to changing business needs.

You May Also Bring:

• Knowledge of the building materials industry, exterior door products, construction practices, or related sectors is preferred.

• Experience with Customer Relationship Management (CRM) systems preferred particularly with HubSpot.

What Metrie Offers

• A collaborative work environment that has clear direction for future strategy and goals

• A competitive base salary and profit-sharing program

• Comprehensive benefits package – medical, dental, and life

• 5% RRSP Matching Program

• Challenging and meaningful work, and the chance to participate on cross-functional teams across the company

• Development opportunities – we recognize potential in our people and strive to offer various opportunities for advancement, training, and personal growth

• Family-oriented culture, focused on putting our people first

Metrie embraces diversity and is committed to creating an inclusive environment where all team members and customers feel like they belong. We are an equal opportunity employer and invite any and all qualified applicants. We are pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005, within our recruitment process. If you require accommodation at any time throughout the recruitment process, please contact Human Resources.Metrie conducts pre-employment screening including but not limited to background checks and drug testing for all final candidates. All applications will be independently reviewed.

Metrie conducts pre-employment screening including but not limited to background checks and drug testing for all final candidates. All applications will be independently reviewed.