Key Account Support Specialist

About Us

Premium Guard, Inc, a privately held company established in 1996, is a leading supplier of private label solutions in the automotive aftermarket. We are committed to performance, innovation, and partnership in the automotive aftermarket industry, focusing on designing, manufacturing, and distributing products for automotive, diesel, power-sports, and specialty filter markets.

About the Role

The Key Account Support Specialist provides dedicated account and logistics support for PGI’s strategic customers, primarily supporting the O’Reilly Auto Parts account and providing secondary backup support for Advance Auto Parts. This role ensures exceptional customer service, accurate and timely order fulfillment, effective delivery coordination, and continuity of account support. You will work closely with Sales, Distribution, Logistics, Accounting, carriers, and customer contacts to proactively manage orders and deliveries, resolve issues, and maintain strong customer relationships.

Responsibilities

• Manage end-to-end scheduling of delivery appointments across applicable distribution centers using Manhattan TMS and other customer or transportation systems.
• Provide day-to-day support for the O’Reilly Auto Parts account, serving as backup to the primary account representative to ensure continuity, responsiveness, and exceptional customer service.
• Manage special next-day orders, new store orders, Canadian orders, and weekly purchase orders from receipt through delivery, ensuring accuracy and on-time fulfillment.
• Coordinate end-to-end delivery scheduling across distribution centers, ensuring appointments are scheduled in advance and meet customer-specific compliance requirements.
• Monitor purchase orders and shipments from warehouse release through final delivery, proactively identifying and addressing potential risks to on-time performance.
• Serve as a key point of contact for order and delivery status, providing timely updates regarding scheduling, shipment progress, delays, and expected delivery timelines.
• Coordinate daily with warehouse and distribution teams to confirm order readiness, shipment details, ETAs, appointment requirements, and necessary documentation.
• Partner with carriers to confirm lead times, track shipments, address transportation issues, and maintain accurate delivery expectations.
• Maintain the pickup log and ensure order, shipment, appointment, and delivery information is accurate and up to date.
• Adjust and reschedule delivery appointments as needed to accommodate shipment delays, changes in warehouse readiness, carrier issues, or customer requirements.
• Proactively identify, communicate, and help resolve order, transportation, and delivery issues that could impact customer service or compliance.
• Support return goods processing and assist with researching, analyzing, and resolving customer chargebacks in partnership with the accounting team.
• Build and maintain strong relationships across the customer’s organization and with internal business partners to support service excellence, effective issue resolution, and long-term account growth.
• Partner cross-functionally with Sales, Distribution, Logistics, Accounting, Customer Service, and other teams to ensure customer needs are effectively addressed.
• Provide limited support for the Advance Auto Parts account, serving as backup to the primary account representative to ensure continuity and responsiveness as needed.
• Identify opportunities to improve account support, order fulfillment, delivery scheduling, and overall customer service processes.