Manager, Key Accounts Customer Support

About the Role

We're looking for a driven and detail-oriented Key Accounts Customer Support Lead to oversee critical customer processes and lead a high-performing support team. This role plays a key part in managing quotations, sales orders, and customer contracts while ensuring exceptional service for our most strategic accounts.

What You'll Do

Key Account Responsibilities

• Lead end-to-end Quotation and Sales Order (SO) processes for assigned key accounts
• Support the creation, review, and maintenance of customer contracts, agreements, and pricing
• Partner with the Outside Sales team to support customer needs and account growth

Leadership & Team Management

• Lead, coach, and develop the Key Accounts Customer Support team
• Provide ongoing training, guidance, and performance feedback
• Foster a high-performance culture focused on accountability, growth, and customer excellence

Operational Oversight

• Review and approve quotations, price lists, and sales orders for accuracy
• Oversee preparation and submission of customer bids and documentation packages
• Ensure all contractual requirements and customer expectations are consistently met

Contracts & Pricing Management

• Track key contract milestones and initiate pricing and agreement reviews
• Maintain and oversee customer-specific price lists
• Coordinate cross-functionally to gather required documentation and ensure timely deliverables

Quality & Performance

• Manage and resolve corrective actions and communicate findings when needed
• Monitor and report on Key Performance Indicators (KPIs)
• Conduct regular performance reviews and support team development initiatives

Customer & Cross-Functional Collaboration

• Serve as a key point of contact to resolve customer inquiries and issues
• Build and maintain strong, long-term customer relationships
• Collaborate with internal teams to align priorities and drive results

Data & Systems Management

• Ensure accuracy and integrity of all customer and transactional data
• Maintain records across systems such as ERP, CRM, and document management tools
• Support continuous improvement of systems, processes, and workflows

What You Bring

• Bachelor's degree or 2-year diploma
• 5+ years of experience in customer support or account management
• Experience with ERP, CRM, or PDM systems
• Strong Microsoft Office skills (Excel, Word, Outlook, PowerPoint)

Core Skills

• Leadership and team development
• Strong communication (written & verbal)
• Organization and ability to manage competing priorities
• Attention to detail and problem-solving mindset
• Ability to thrive in a fast-paced environment

Working Environment

• Flexible work setup (remote and/or office)
• Fast-paced, collaborative environment
• Extended periods of computer-based work

What We Offer

• Competitive salary + performance incentives
• Comprehensive medical, dental, and vision coverage
• Retirement savings plan with company contributions
• Employer-paid life and disability insurance
• Paid time off + Employee Assistance Program
• Career growth within a global organization

Why Join Us?

At RS, you'll play a critical role in supporting key customer relationships and driving operational excellence. You'll work alongside a strong, collaborative team while contributing to solutions that help build more reliable infrastructure for communities around the world.