Key Account Specialist

Job Summary

Reporting to the VP of Customer Care, the Key Account Specialist (KAS) is expected to possess comprehensive knowledge of the end-to-end order-to-cash process including order entry, inventory coordination, production scheduling, logistics, and invoicing, across the Industrial, Perishables, Retail, and Life Science segments of the business. This ensures seamless integration between customer demand and internal operations, while maintaining accuracy, efficiency, and exceptional service delivery.

Essential Duties & Responsibilities

• Serve as the single point of contact for strategic accounts with annual revenue exceeding $5 million across four market segments with multi-site production.
• Identify and resolve non-product complaints in a timely manner, including root cause analysis, implementation of corrective actions, and performance tracking to ensure complete customer satisfaction.
• Continuously evaluate workflows and identify opportunities to improve processes that enhance customer experience.
• Enforce standardized processes across all applicable locations. Oversee scheduling and on-time shipments to meet customer requirements, key performance indicators (KPIs), and customer scorecard standards.
• Provide knowledgeable support across key account portfolios, ensuring backup coverage during high-volume periods, unexpected absences, or additional customer requirements. Maintain a comprehensive understanding of the full product portfolio, including features and pricing, to effectively address customer questions and concerns.
• Build and maintain strong customer relationships by demonstrating empathy, professionalism, and reliability. Participate in customer site visits as needed to support customer and business requirements.
• Maintain accurate and detailed records of customer interactions, including inquiries, complaints, and resolutions. Prepare and distribute regular reports (e.g., Open Order, DOMO Reports, Scorecards) and provide feedback to management regarding service level agreements (SLAs).
• Provide supplemental training to internal teams and/or customers to ensure alignment with account requirements, process standardization, and company guidelines.
• Work closely with cross-functional departments such as Sales, Operations, Scheduling, and Marketing to drive seamless communication and effective resolution of customer issues. Actively contributes to team objectives and organizational initiatives.
• Perform additional responsibilities as assigned to support departmental and business needs.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Customer Service, or related field (preferred).
• 3–5 years of progressive experience in key account management, customer support, or a related role, with responsibility for high-revenue (multi-million-dollar) accounts, multi-site coordination, and cross-functional collaboration across operations, sales, logistics, and finance.
• Experience in manufacturing, industrial, or retail/consumer-facing industries preferred.
• Bilingual skills (Spanish/English preferred) are highly desirable and considered an asset for supporting a diverse customer base.
• To perform this job successfully, an individual should be proficient with Microsoft Office -- MS Word, Excel, PowerPoint.
• Essential requirements include computer literacy; proficiency in office software products, with the ability to create PowerPoint or Excel presentations, and effectively utilize Teams, SharePoint, and Salesforce.
• Proficiency in use of ERP systems (Oracle, SAP, NetSuite, etc.) required.