Key Account Specialist

CommScope•Lisle, IL

9h•Hybrid

About The Position

CommScope, an AMPHENOL company, is hiring a Key Account Specialist for its Amphenol Fiber Optic Products Business Unit. This hybrid role is based in the Downers Grove/Lisle, Illinois area, with four days per week onsite and one day working from home. The Key Account Specialist manages customer service and account activities for a few key accounts, including purchase order processing and order management, expediting and escalations, credit issues, pricing management, reporting, and support for demand planning. The role works cross-functionally with purchasing, planning, warehouse, sales, and manufacturing to advocate for customer needs and support order fulfillment and customer experience. The position provides day-to-day customer service from order entry through delivery coordination and complaint resolution. It also supports sales activities and customer relationships, monitors delivery performance and customer demand, and identifies risks and opportunities to improve service quality and processes.

Requirements

Bachelor’s degree and 3–5 years of customer service experience, with increasing responsibility managing more complex accounts.
Experience with ERP and EDI for order entry and maintenance.
Proficiency with Microsoft Excel, including pivot tables, charts, and formulas, as well as Word, Outlook, and PowerPoint.
Excellent verbal and written communication skills for strategic accounts, with an emphasis on proactive and timely communication.
Ability to provide positive, professional service across communication channels, including in challenging situations and escalations.
Strong customer focus and relationship-building skills.
Structured, organized, and detail-oriented approach, with the ability to multitask across large projects and priorities in a fast-paced environment.
Independent, self-driven work style and ability to work in a team environment.
Ability to take ownership of strategic accounts and initiative to drive improvements.
Ability to identify problems, propose solutions, escalate issues, adapt, and support strategic accounts and company growth.

Nice To Haves

Experience in components, electronics, or fiber optics.

Responsibilities

Coordinate customer account activities related to order fulfillment.
Proactively assess, clarify, and validate customer needs, and monitor customer reports in collaboration with internal teams.
Act as a liaison between customers and company departments, driving escalations, solution development, and continuous process improvement.
Communicate business-relevant information and provide structured feedback to management.
Provide day-to-day customer service from order entry through expediting, backlog monitoring, delivery coordination, and complaint resolution.
Respond promptly to inquiries and provide basic technical support by email or phone, with accurate, comprehensive responses and proactive customer communication.
Enter manual purchase orders and access purchase orders through EDI to update order headers and manufacturing locations.
Update orders to change manufacturing locations as directed by the planning team.
Monitor material delivery performance; gather lead-time expectations and forecast information for planning review; analyze recurring delivery delays; and initiate discussions with Sales, Management, Supply Chain, and Product Management.
Track sales activities and projects and develop relationships within customer accounts to support revenue growth.
Collaborate with Sales and Industry Segment Support on pricing, forecasting, operational support, and delivery.
Identify service-quality trends and drive corrective actions as needed.
Identify risks to meeting customer demand, take appropriate steps toward resolution, and escalate issues.
Collaborate with purchasing, planning, warehouse, sales, and manufacturing to advocate for customer needs.