The Key Account Support Specialist serves as a critical partner to Key Account Managers (KAMs), acting as the primary point of contact for individual customer locations within assigned key accounts. This role ensures seamless day-to-day support, drives proactive customer engagement, and delivers data-driven insights to strengthen relationships and optimize account performance.
Key Responsibilities
Customer & Location Support
- Act as the main contact for assigned customer locations within key accounts, providing timely and professional support.
- Manage and resolve customer inquiries related to order status, product availability, credits, returns, and general service needs.
- Ensure a high level of responsiveness and issue resolution to maintain strong customer satisfaction.
Operational Excellence
- Coordinate and execute order updates, adjustments, and issue resolution across systems and internal teams.
- Support KAMs by handling administrative and operational tasks, allowing them to focus on strategic account growth.
- Maintain accurate documentation of customer interactions, requests, and resolutions.
Data & Reporting Analysis
- Build, maintain, and interpret customer-level reporting and dashboards.
- Monitor purchasing patterns, order trends, and account performance metrics.
- Identify changes or anomalies in customer behavior and proactively escalate insights to the KAM and/or customer.
- Provide actionable recommendations based on data analysis to drive account growth and retention.
Communication & Engagement
Ensure customer locations are informed of:
- Order guide updates
New product launches
Promotions and special offers
Partner with KAMs to execute customer communication strategies and outreach plans.
Strengthen relationships at the location level to enhance overall account engagement.
Continuous Improvement
- Identify process improvement opportunities to enhance customer experience and operational efficiency.
- Collaborate cross-functionally with sales, supply chain, and customer service teams.
Qualifications
- Bachelor's degree or equivalent experience (Business, Sales, or related field preferred)
- 2-5 years of experience in customer support, account management, sales operations, or a related role
- Strong analytical skills with experience in reporting tools (Excel, Power BI, Tableau, or similar)
- Excellent communication and relationship management skills
- High attention to detail and strong organizational abilities
- Ability to manage multiple priorities in a fast-paced environment
- Customer-first mindset with a proactive, problem-solving approach
Key Competencies
- Customer Focus
- Data-Driven Decision Making
- Communication & Influence
- Collaboration & Teamwork
- Attention to Detail
- Proactive Problem Solving
Lipari Foods
Headquartered in Warren, Michigan, Lipari Foods is a leading independent distributor built around global and specialty foods. With a customer-first mindset, they serve customers through 67 depots across 32 states and growing. Lipari brings the world's most craveable flavors to shelf with an end-to-end approach that combines exclusive and owned brands, retail services, innovative tools, and dependable delivery across 10 categories including deli, bakery, frozen/dairy, specialty grocery, international specialty, meat/seafood, packaging, confections, foodservice/prepared foods, and convenience.