Strategic Account Support Lead - Farm & Home

Careers and Highline Warren•Naperville, IL

2d•Hybrid

About The Position

Strategic Account Support Lead Farm & Home Channel Location: Lisle, Illinois Hybrid / Onsite (as applicable) Role Summary The Strategic Account Support Lead is a sales enablement and execution role designed to support large, complex existing customers in the Farm and Home channel by owning Day-2 account activities and removing operational burden from the sales team. This role allows sellers to focus on revenue generation, strategic account growth, and customer development while ensuring strong execution across onboarding, order performance, and ongoing account operations. Channel Overview Farm & Home The Farm & Home channel includes large, multi-location retail customers serving agricultural, rural lifestyle, and outdoor markets. These accounts are high-volume, replenishment-driven, and operationally complex. They require strong coordination across Sales, Supply Chain, Customer Operations, Pricing, and Finance to ensure accurate item setup, smooth onboarding, order performance, and ongoing account health. This role supports some of our largest Farm & Home retail partners and plays a key role in driving executional excellence across onboarding, order management, fill rate performance, and issue resolution. This position acts as a central point of coordination between Sales and internal teams , supporting account execution, tracking performance, identifying issues, and driving resolution. The role is a strategic support role focused on improving seller productivity, customer experience, and operational outcomes.

Requirements

Strong organizational and coordination skills with the ability to manage multiple accounts and priorities simultaneously.
Proven ability to work cross-functionally and drive outcomes without direct authority.
Strong analytical and problem-solving skills, particularly related to order execution and performance metrics.
Excellent written and verbal communication skills with internal and external stakeholders.
High attention to detail and ability to manage complex customer requirements.
Proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with ERP and sales tools preferred.
Bachelors degree preferred: High School diploma required.
5+ years of experience supporting large, complex retail customer accounts, preferably multi-location or national retailers.
Experience in sales support, strategic account coordination, retail account operations, or similar roles.
Strong experience working with replenishment-driven customers, including item setup, pricing coordination, onboarding, order management, and performance tracking.
Experience analyzing fill rate performance, deductions, credits, or retail compliance metrics strongly preferred
Proven ability to coordinate across Sales, Supply Chain, Customer Operations and Finance to resolve issues and drive execution

Responsibilities

Sales Enablement & Account Support Provide dedicated sales support to assigned strategic and complex customer accounts, enabling sellers to focus on selling and account strategy.
Manage and maintain customer files, including: Customer conversions and setup documentation Pricing and commercial terms Active item lists and customer-specific requirements
Act as a primary operational point of contact for assigned customers, in close partnership with Sales.
Support the sales team by handling execution-related inquiries, issue tracking, and follow-up activities.
Order Execution & Performance Monitoring Track and monitor order status and execution, including: Deliveries Order cuts and shortages Recovery actions and follow-ups
Troubleshoot execution issues by coordinating across internal teams (Sales Planning, Operations, Supply Chain, Transportation, Customer Service, Pricing).
Analyze order performance and fill rates, identifying trends and root causes of service gaps.
Partner with Sales Planning and Operations to improve execution and reduce repeat issues.
Customer & Item Onboarding Coordinate the onboarding of new customers, ensuring accurate setup and alignment across systems and internal teams.
Manage new item onboarding, including coordination with Sales, Supply Chain, and internal master data stakeholders.
Ensure customer and item setups are complete, accurate, and aligned with agreed commercial terms and expectations.
Cross-Functional Coordination Serve as a key liaison between Sales and internal departments to ensure seamless execution and communication.
Participate in cross-functional meetings and customer calls (e.g., performance reviews, CPFR discussions) as needed.
Ensure timely escalation and resolution of issues that impact customer experience or revenue.
Performance Analysis & Continuous Improvement Monitor customer performance metrics and provide insights to Sales and leadership.
Identify opportunities to improve processes related to onboarding, order execution, and account management.
Contribute to the development of standard operating procedures and best practices for supporting strategic accounts.
Support continuous improvement initiatives that improve efficiency, service levels, and revenue outcomes.