Key Accounts Customer Care Lead

Performs advanced customer service support for key accounts by managing complex inquiries, order issues, and service requests within established processes and procedures. Works independently with minimal supervision to resolve unusual or cross-functional customer issues, coordinate follow-up with internal teams, and ensure timely case closure. Provides guidance to less experienced team members, helps maintain service quality for assigned accounts, and suggests improvements to support efficient handling of recurring issues.

JOB DUTIES:

- Executes customer service activities for key accounts, including order status inquiries, issue resolution, and case follow-up within established guidelines.
- Coordinates with internal teams such as sales, operations, logistics, and finance to resolve customer requests and service exceptions.
- Reviews and resolves more complex or unusual customer concerns, escalating issues outside scope when needed.
- Provides guidance and day-to-day support to less experienced customer service staff on account handling and process adherence.
- Maintains accurate records of customer interactions, actions taken, and case status updates in company systems.
- Monitors assigned account activity to help ensure timely response, accurate order processing, and service level compliance.
- Identifies recurring customer service issues and suggests process improvements to reduce repeat errors and delays.
- Supports department goals by helping maintain service quality, customer satisfaction, and consistent application of procedures.

YOU MUST HAVE:

- 4+ years of relevant customer service or customer support experience.
- Experience handling key account or high-touch customer requests within established service procedures.
- Demonstrated ability to resolve complex customer issues and coordinate follow-up across internal functions.
- Experience working independently with minimal supervision while maintaining accuracy and service quality.
- Experience providing informal guidance or mentoring to less experienced team members.

WE VALUE:

- Experience using customer service, order management, or case tracking systems.
- Experience supporting customers across multiple products, locations, or service channels.
- Experience identifying recurring issues and recommending practical process improvements.
- Experience in a manufacturing, distribution, or product support environment.

COMPETENCIES & SKILLS

- Advanced customer service and issue resolution skills
- Strong knowledge of order processing and case management workflows
- Ability to work within established procedures and service guidelines
- Effective coordination and follow-up across internal teams
- Clear written and verbal communication skills
- Attention to detail and accuracy in records and documentation
- Ability to prioritize assigned work and manage multiple customer requests
- Ability to guide others and support team workload as needed

WHAT'S IN IT FOR YOU:

- Medical, Dental, Vision, Commuter Benefit, Pet Insurance and 401k participation from Day 1
- 2 weeks' accrued vacation time in years 1 and 2, and 3 weeks starting in year 3
- 12 paid holidays each year
- Four weeks parental leave without using vacation time
- Team Member discounts on company products and other retail/service providers
- Monday to Friday working hours - no weekends
- Opportunity to progress within a global business

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