Account Support Representative – Aldersyde

The Account Support role holds a critical responsibility within Timber-Tech.

Their primary function is in supporting the sales and production process by managing project intake, preparing accurate estimates, coordinating between customers, sales, and design teams, and ensuring seamless project execution from quote to delivery.

This role is highly detail-oriented and process-driven, acting as the central hub for communication and coordination across departments while delivering a professional and responsive customer experience.

Key Responsibilities

• Help Build and maintain strong relationships with

• Residential builders (custom, production, and small-volume)
• Agricultural clients (farm owners, contractors, project managers)
• Framers and framing crews
• Architects, designers, and engineers
• Position yourself as a trusted advisor, not just a supplier
• Periodically participate in site visits and client check-ins
• Maintain high client retention through responsiveness and value delivery
• Project Intake & Order Entry
• Receive and review incoming project requests from builders, contractors, and sales representatives
• Accurately input job details, specifications, and timelines into internal systems
• Validate completeness of information prior to estimating and design handoff
• Maintain organized and up-to-date project records
• Coordination with Design & Production
• Act as liaison between customers, sales, and design teams to ensure clarity on project requirements
• Submit complete and accurate design requests and manage revisions
• Track project progress through design, engineering. Proactively identify and resolve potential issues or gaps
• Validate customer needs to ensure a clean handoff to design
• Estimating & Quoting
• Prepare material cost estimates for truss packages based on project drawings and specifications from design
• Generate clear, accurate, and timely quotes for customers and/or sales reps
• Ensure pricing aligns with company guidelines, margins, and current material costs
• Revise estimates as project scope evolves
• Credit/application coordination with finance when required
• Customer & Sales Support
• Serve as a primary point of contact for customer inquiries related to quotes, design, timelines, and order status (Pre-Production)
• Follow up on outstanding quotes and active opportunities with sales reps and/or clients
• Maintain regular communication to ensure a smooth customer experience
• Support outside sales with documentation, updates, and coordination
• Order Management & Delivery Coordination
• Convert approved quotes into production orders
• Confirm project details, delivery requirements, and timelines with customers
• Assist, when needed, delivery scheduling with production and logistics teams
• Communicate any changes or delays proactively to pricing and/or design
• Administrative & Process Improvement
• Review builder portals (where applicable) daily for project updates and coordination
• Maintain CRM and ERP system accuracy and data integrity
• Identify opportunities to improve workflow efficiency and communication in Sales and Design
• Support documentation of processes, pricing updates, and internal procedures
• Assist with general administrative tasks as needed

Qualifications & Experience

• 2+ years in inside sales, estimating, or project coordination (construction or building materials preferred)
• Experience with truss systems, framing, or structural components is a strong asset
• Ability to read and interpret construction drawings and specifications
• Strong proficiency with ERP/CRM systems and Microsoft Office
• High level of accuracy and attention to detail
• Key Competencies
• Organization & Detail Orientation - manages multiple projects with precision
• Communication Skills - clear, professional interaction with customers and internal teams
• Time Management - able to prioritize in a fast-paced, deadline-driven environment
• Problem Solving - identifies issues early and works toward solutions
• Customer Focus - responsive, proactive, and service-oriented
• Team Collaboration - works effectively across sales, design, and production
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