Strategic Account Representative II

Langham Logistics•Greenfield, IN

About The Position

The Strategic Account Representative – Level 2 independently manages assigned GMP-regulated life sciences accounts and serves as the primary customer liaison between clients and regulated logistics, warehousing, and distribution operations. The role requires working knowledge of Good Manufacturing Practices (GMP), quality systems, and regulatory compliance, as well as confident customer communication in highly regulated environments. It plays a critical role in service excellence, compliance adherence, proactive issue resolution, and maintaining audit-ready operations. The representative owns account health, service performance, and compliance alignment; partners with operations and quality teams; supports quality and regulatory requirements; leads customer performance reviews; and advises customers on regulated logistics practices. The position may be performed in an office at Langham or at a client location, with some warehouse exposure for client tours, and requires balancing office work with travel to support sales strategy.

Requirements

Working knowledge of GMP, GDP, and quality management systems.
Experience operating within regulated warehouse or life sciences environments.
Proficiency with WMS and TMS platforms in GMP settings.
Strong analytical, documentation, and root-cause analysis skills.
High level of professionalism in customer-facing, audit-driven environments.
Ability to manage competing priorities independently while maintaining compliance rigor.
Minimum 5–7+ years of customer service, account management, or operations experience.

Nice To Haves

Bachelor’s degree in Business, Supply Chain, Life Sciences, or a related field.
SAP or S/4HANA experience.
Prior experience supporting GMP-regulated clients.

Responsibilities

Serve as the dedicated point of contact for strategic life sciences and regulated customers.
Own overall account health, service performance, and compliance alignment.
Identify service risks, quality trends, and process gaps that may affect GMP compliance, and drive continuous improvement aligned with customer quality expectations.
Partner with Warehouse Operations, Quality Assurance, Validation, Transportation, and Regulatory teams.
Coordinate resolution of moderately complex service deviations, investigations, and CAPAs.
Ensure customer SLAs are met while maintaining adherence to GMP requirements.
Support controlled change management affecting regulated operations.
Support compliance with GMP, GDP, FDA, and other applicable regulatory standards.
Ensure accuracy of chain-of-custody documentation, inventory controls, and storage-condition oversight.
Participate in internal audits, customer audits, and regulatory inspections as needed.
Identify potential compliance risks and escalate them through quality channels.
Lead structured customer performance reviews covering quality and compliance metrics.
Present KPIs, deviation trends, root-cause findings, and corrective actions clearly.
Maintain accurate, audit-ready documentation and customer communications.
Ensure data integrity within WMS, TMS, and quality systems.
Advise customers on regulated logistics best practices.
Research and resolve service deviations, claims, temperature excursions, and quality events.
Support onboarding of new regulated accounts and transitions within GMP frameworks.
Perform other related duties as assigned to meet the organization's ongoing needs.