Job Title: Key Account Specialist

Department: Customer Care

Reports To: VP, Customer Care

FLSA Status: Exenot

Travel: 15-20%

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 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.

Computer Skills

• 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.

Core Values

Our core values define how we work and what we expect from every associate. The ideal candidate will consistently demonstrate these values in performing the responsibilities of this role. Each core value represents essential behaviors and competencies aligned with the duties and qualifications of the position.

• Accountability – We take full responsibility for our actions and outcomes, ensuring transparency and trust with our stakeholders, customers, associates, and the environment. Competencies: Problem Solving, Decision Making, Planning & Organizing, Resilience, Time Management/Prioritization and Learning Agility
• Innovation – We champion creativity and collaboration, continually striving to deliver groundbreaking solutions that transform our industry and exceed expectations. Competencies: Creativity & Curiosity, Continuous Improvement, Vision & Strategic Thinking, and Collaboration & Teamwork
• Integrity – We uphold the highest ethical standards of honesty, transparency, and ethical behavior in every decision and action, fostering trust at all levels in our organization. Competencies: Honesty, Consistency & Dependability and Commitment to Excellence
• Adaptability – We embrace change agility and resilience, staying flexible and proactive in a constantly evolving world. Competencies: Communication, Results Oriented and Flexibility
• Caring – We prioritize the well-being of our people, communities, and business partners, recognizing that their success and happiness are vital to our own. Competencies: Organizational Savvy, Risk Management, Compliance, Diversity, and Empathy
• Passion – We are driven by a relentless pursuit of excellence, demonstrating determination to succeed while maintaining humility and respect for others. Competencies: Commitment, Persistence & Tenacity, Humility and Respect

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and good vision acuity for working 6-8 hours on digital monitors. While performing the duties of this Job, the employee is frequently required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to reach with hands and arms.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The work environment is frequently an office environment with occasional work performed in manufacturing environments. The noise level in the office environment is low and manufacturing work environment is usually moderate to high level with ear protection provided as required.

The above statements are intended to describe the general nature and level of work being performed by those assigned to a particular position. This document in no way states or implies that this is as an exhaustive list of all responsibilities, duties, and skills required and personnel may be required to perform duties outside their normal responsibilities from time to time, as needed. The Company reserves the right to change, modify, amend, add to or delete from, any section of this document as it deems, in its judgment, to be proper.

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