Account Representative

Essential Duties and Responsibilities

• Program Ownership: Expertly manages assigned programs or business segments within the larger customer relationship, ensuring overall performance and operational health.
• Account Executive Partnership: Acts as the primary operational partner to the Account Executive, providing timely updates and proactive resolution to program-specific issues.
• Commercial Support & Bidding: Research product enhancements for assigned programs; assists the Account Executive in preparing bid data, including the compilation of product specifications and pricing.
• Team Supervision & Leadership: Direct Supervision: Oversees a team of 1-3 customer service direct reports, providing daily workflow coordination, training, and coaching to ensure an accountable level of service.
• Performance Management: Delivers ongoing feedback and support direct reports to maintain highly tailored, high-touch service standards for the assigned programs
• Internal Knowledge Lead: Serves as the technical resource for the team by providing menu/product information and ensuring all account data is updated and accurate.
• Inventory & Supply Chain Management: Inventory Integrity & Health: Collaborates with internal procurement and demand planning teams to proactively monitor stock levels and product transitions. Maintains a strong focus on mitigating both inventory overages and shortages to ensure availability while minimizing waste and storage costs Supply Continuity & Resolution: Serves as the primary link for communicating product status and availability to customers and suppliers. Independently identifies and implements immediate solutions for Out of Stock (OOS) issues or supply gaps to ensure uninterrupted service.
• Forecasting & Usage: Partners with internal procurement and external stakeholders - including caterers and vendors - drive accurate usage forecasting by aligning menu cycles and scheduling data.
• Order Fulfillment: Advises stakeholders of all product/service changes or disruptions; supports customer service direct reports in expediting customer orders as needed to ensure delivery timeliness and accuracy.
• Data & Administrative Excellence: Reporting & Analytics: Responsible for creating, analyzing, and customizing complex reporting and usage information to meet the specific needs of airline customers and suppliers. Documentation Management: Manages the end-to-end item setup and pricing process. processes, reviews, and submits item specification forms to maintain total data integrity throughout the supply and bidding lifecycle.

Requirements

• Education: Bachelor’s degree preferred, specifically in Business, Supply Chain, Logistics, or a related field; or equivalent professional experience.
• Professional Experience: 3+ years of experience in high-volume customer service or account coordination, with at least 1 year specifically in account/program management or a team lead capacity.
• Industry Knowledge: Previous experience in distribution, logistics, or high-velocity supply chains is highly preferred.

Skills and Competencies

• Strategic Communication: Excellent verbal and written communication skills, with a proven ability to prioritize complex tasks while effectively collaborating with internal teams, external airline customers, and global suppliers under tight deadlines.
• Technical Proficiency: High level of proficiency in MS Office (Word, Excel, Outlook), with proficient Excel skills. Experience with ERP or supply chain visibility software is a plus.
• Leadership & Accountability: Demonstrated ability to lead and coach direct reports, fostering a positive culture while ensuring the team provides highly tailored, elite-level service to all stakeholders.
• Operational Resilience: Must be able to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service. Proven ability to manage competing priorities within a fast-paced supply chain environment.
• Critical Problem Solving: Proven ability to independently resolve complex inventory and service issues with minimal supervision. Skilled at identifying root causes and developing solutions that improve efficiency, accuracy, and overall program performance.