Key Account Team Lead- 10/06/2026

About the role

Clopay National Accounts, a division of Clopay Corporation is a leading manufacturer of commercial and grille doors. We pride ourselves on delivering exceptional customer service as well as unsurpassed quality and innovative products. Our employees are the cornerstone of our success and we are looking for dynamic individuals to join our team. At Clopay Corporation, we are more than just North America’s largest residential and commercial garage door manufacturer—we are a powerhouse of innovation, safety, and design. Through our premier brands, we lead the industry in providing groundbreaking high-performance closure solutions for both the places people call home and the spaces where the world does business. Headquartered in Mason, Ohio, and operating state-of-the-art manufacturing facilities in Troy, Ohio, Mountaintop, Pennsylvania, and Goodyear, Arizona, we are a proud American-owned company and a wholly-owned subsidiary of Griffon Corporation. Our reach extends across 55+ distribution centers and thousands of retail locations in the U.S. and Canada ensuring that we deliver the right door for every opening – from homes to businesses and beyond. By joining our team, you become part of a legacy that blends the residential elegance of Clopay, known as "America’s Favorite Garage Doors," with the industrial strength and 180-year heritage of our rolling brands, Cornell and Cookson. Together, we secure everything from family garages to the world's most iconic stadiums and skyscrapers. We currently have an opening for a Key Account Team Lead.

Work location: Wilkes-Barre, PA 18705 (in person)

Responsibilities

• Participate in and ensure Clopay National Accounts achieves a high level of customer satisfaction with assigned Key Accounts and all CNA clients as it pertains to management of handling service calls (dispatch, quoting & project management). Areas of focus include, but not limited to:
  • Knowledge of customer expectations and pricing programs.
  • Timely dispatch.
  • Timely and Accurate Quote Submission
  • Proper vendor selection
  • Pro-active management of dispatch and follow-up
  • Internal and external communication (systems and key people)
• The performance metrics for this are supplier feedback reports submitted to CNA directly from the Customer and/or internal (CNA) identified performance metrics.
• Ability to perform the duties of a Service Project Coordinator/Project Manager.
• Ability to fill in on the On-Call Rotation when needed to ensure we have proper coverage.
• Lead and develop an effective Key Account Team so that the team and the organization exceeds all productivity and quality targets.
• Improve customer support skills through coaching based on monitored calls and metrics of the service dispatch team.
• Identify and resolve all disciplinary and performance issues within the team so that customer satisfaction remains high, driving towards the complete elimination of complaints.
• Demonstrate