Key Account Specialist

Job Title: Key Account Specialist

Department: Customer Care

Reports To: VP, Customer Care

FLSA Status: Exenot

Travel: 15-20%

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.

The Key Account Specialist will manage accounts with annual sales revenue exceeding $5 million, spanning multiple production sites, and requiring coordination across portals, forecasting, and scheduling. Acting as a liaison between departments, the position ensures service level agreements are met by resolving non-product complaints, coordinating on-time shipments, monitoring key performance indicators (KPIs), and generating customer scorecards to drive accountability and continuous improvement.

This position will also provide supplemental training to ensure alignment with customer account requirements, process standardization, and company guidelines.

Travel Requirements

 Travel will be required to customer sites, plant locations, and other designated assignments will be required.

Essential Duties & Responsibilities

• Customer Support: Serve as the single point of contact for strategic accounts with annual revenue exceeding $5 million across four market segments with multi-site production.
• Problem Resolution: 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.
• Process Improvement: Continuously evaluate workflows and identify opportunities to improve processes that enhance customer experience.
• Multi-Site Coordination: 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.
• Account Coverage: 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.
• Customer Relationship Management: 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.
• Documentation and Reporting: 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).
• Training: Provide supplemental training to internal teams and/or customers to ensure alignment with account requirements, process standardization, and company guidelines.
• Team Collaboration: 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.
• Other Duties: Perform additional responsibilities as assigned to support departmental and business needs.
• Other Duties: Ability to work flexible hours when required to meet customer expectations.
• All other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education Requirement/Work Experience

• 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