Key Account Specialist

Stanley 1913•Denver, CO

6d•Remote

About The Position

The Key Account Specialist serves as the primary operational owner for assigned accounts, ensuring exceptional service, proactive communication, and flawless order execution. This role is responsible for managing customer relationships, supporting order management activities, mitigating operational risks, and partnering closely with Sales, Supply Planning, Distribution, Finance, and Customer Experience leadership to deliver a best-in-class customer experience. The Key Account Specialist acts as the customer's primary day-to-day advocate and is accountable for providing visibility into orders, inventory constraints, fulfillment risks, and business critical initiatives impacting assigned accounts. This is a remote opportunity, you must be located in or near Denver, CO to be considered.

Requirements

Bachelor's degree or equivalent business experience.
3+ years of experience in customer service, customer experience, account management, sales support, order management, or supply chain operations.
Experience managing customer relationships in a B2B environment.
Strong understanding of order-to-cash processes.
Excellent communication, organization, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Experience supporting wholesale, consumer goods, retail, or eCommerce customers.
Experience with ERP, CRM, and order management systems.
Knowledge of inventory management, fulfillment operations, and supply planning processes.
Experience working with EDI customers and large national accounts.

Responsibilities

Serve as the primary operational point of contact for assigned accounts.
Build trusted relationships through proactive communication and issue resolution.
Manage customer inquiries, requests, and escalations from receipt through resolution.
Maintain a comprehensive understanding of customer requirements, service expectations, and business priorities.
Manage order execution activities for assigned accounts from order receipt through fulfillment.
Review order status, inventory availability, shipping commitments, and fulfillment risks.
Coordinate resolution of order exceptions, shortages, allocation issues, and delivery concerns.
Partner with Distribution Centers, Planning, and Supply Chain teams to ensure timely order execution.
Monitor open orders and proactively communicate changes or risks to customers and internal stakeholders.
Provide visibility into inventory availability and fulfillment constraints.
Identify and communicate risks related to inventory shortages, allocations, back orders, delayed shipments, or service disruptions.
Help mitigate revenue and service risks through proactive account management.
Support assigned accounts with new item launches, seasonal programs, promotions, and customer initiatives.
Coordinate operational readiness activities for new business opportunities and customer implementations.
Provide account-level reporting and operational insights to Sales and Commercial leadership.
Assist in identifying opportunities to improve customer satisfaction, service performance, and account growth.
Collaborate with Sales, Supply Planning, Operations, Finance, Commercial Operations, and Customer Experience teams.
Facilitate resolution of complex customer issues involving multiple departments.
Ensure customer-facing commitments are aligned with operational capabilities.
Support enterprise initiatives focused on process improvement, customer experience, and operational excellence.
Identify recurring customer issues, process gaps, and operational inefficiencies.
Recommend process improvements that enhance customer experience and service performance.
Contribute to the development and maintenance of standard operating procedures and knowledge documentation.
Support adoption of new tools, systems, workflows, and customer service processes.