Key Account Support Specialist

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.