Strategic Account Representative III

Langham Logistics•Greenfield, IN

About The Position

The Strategic Account Representative III manages the organization’s most complex, high-risk, and high-value GMP-regulated Life Sciences accounts, including pharmaceutical, biotech, and advanced therapy customers. The role serves as a senior customer-facing leader and trusted advisor, ensuring service delivery meets regulatory, quality, and patient-safety expectations while balancing operational realities and commercial objectives. It requires expert knowledge of GMP/GDP logistics, cross-functional leadership, and the ability to influence outcomes in fast-paced, highly regulated environments where service failures can have significant compliance and patient impact. The representative owns end-to-end customer relationships and is the primary escalation and governance contact. They lead resolution of complex operational and compliance issues, contribute to service design and improvement, support audits and regulatory activities, and communicate performance and risks to customer and internal leadership. They also help customers use validated processes and scalable GMP-compliant solutions and identify opportunities to strengthen partnerships.

Requirements

Minimum of 8–10+ years of customer service experience.
Advanced expertise in WMS, TMS, and ERP systems.
Deep understanding of regulated Life Sciences logistics and warehouse environments.
Strong working knowledge of GMP, GDP, quality systems, and audit readiness.
Exceptional communication, influence, and executive presence.
Proven ability to manage ambiguity, risk, and high-stakes customer scenarios.
Sound judgment, professionalism, and strong customer advocacy.

Nice To Haves

Bachelor’s degree in Business, Sales/Marketing, or a related field.
Experience with SAP / S/4HANA.

Responsibilities

Own end-to-end relationships for high-profile GMP Life Sciences customers and serve as the primary escalation and governance contact.
Advise customer leadership, aligning operational execution with regulatory and quality expectations.
Identify risks to product integrity, chain-of-custody, temperature control, and regulatory compliance, and drive mitigation strategies.
Support customer retention through proactive service management and continuous improvement.
Lead cross-functional resolution of non-routine, escalated, or compliance-driven issues with Warehouse Operations, Quality, Transportation, IT, and Leadership.
Influence service design, SLA development, and recovery strategies to support GMP, GDP, and customer quality agreement requirements.
Drive systemic improvements to prevent repeat deviations and service failures.
Ensure adherence to chain-of-custody, temperature excursion management, and controlled substance handling requirements, where applicable.
Serve as a subject matter expert during customer audits, regulatory inspections, investigations, and CAPA development.
Partner with Quality to align operations with SOPs, quality agreements, and change control processes.
Lead high-impact Quarterly Business Reviews and performance discussions with customer leadership.
Translate operational, quality, and compliance data into clear, actionable insights.
Communicate service risks, trends, and improvement plans to internal and external executives.
Resolve complex claims, deviations, and systemic service issues with a focus on patient safety and regulatory compliance.
Educate customers on system capabilities, validated processes, and scalable GMP-compliant solutions.
Identify opportunities to deepen partnerships through enhanced service models, operational efficiencies, and compliance-driven value creation.
Identify potential compliance risks and escalate them through appropriate quality channels.