Account Representative

Job Description

Job Description

What You'll Do

As an Account Representative , you'll serve as the operational leader for key customer programs, ensuring products, inventory, and services flow seamlessly through the supply chain. You'll work closely with airline customers, suppliers, and internal teams to deliver exceptional service, solve complex challenges, and drive program success.

This is an ideal opportunity for someone who enjoys building customer relationships, leading teams, analyzing data, and making critical decisions in a fast-paced logistics environment.

Drive Customer Success

• Take ownership of assigned customer programs, ensuring operational excellence, service reliability, and overall program performance.
• Partner closely with Account Executives to support customer initiatives, provide program updates, and proactively resolve issues before they impact service.
• Support commercial growth efforts by researching product opportunities, gathering specifications, and assisting with pricing and bid preparation.
• Build trusted relationships with customers by serving as a knowledgeable and responsive resource for their operational needs.

Lead and Develop Your Team

• Supervise and coach a team of Customer Service Representatives, providing guidance, training, and day-to-day support.
• Foster a culture of accountability, collaboration, and customer-first service.
• Deliver ongoing performance feedback and development opportunities that help team members grow and succeed.
• Serve as the team's subject matter expert, ensuring product information, customer requirements, and account data remain accurate and up to date.

Manage Inventory and Supply Chain Performance

• Partner with Procurement, Demand Planning, suppliers, and customers to maintain healthy inventory levels and support uninterrupted service.
• Proactively identify and resolve inventory shortages, product transitions, and supply chain disruptions.
• Lead communication efforts related to product availability, service changes, and operational impacts.
• Collaborate with internal and external stakeholders to improve forecasting accuracy and align inventory with customer demand.
• Support order fulfillment activities by helping your team expedite critical orders and maintain service excellence.

Leverage Data to Drive Decisions

• Create and analyze reports that provide valuable insights to customers, suppliers, and internal stakeholders.
• Monitor program performance, inventory trends, and customer usage patterns to identify opportunities for improvement.
• Manage item setup, specifications, and pricing documentation with a high level of accuracy and attention to detail.
• Ensure data integrity throughout the product lifecycle, from onboarding and forecasting to pricing and supplier management.

What Success Looks Like

• Customers view you as a trusted partner and problem solver.
• Your team consistently delivers exceptional service and support.
• Inventory challenges are identified and resolved before they impact operations.
• You confidently balance competing priorities while maintaining accuracy and responsiveness.
• You use data and analytics to drive decisions, improve processes, and support business growth.

Education and Experience Requirements:

• Education:  Bachelor’s degree preferred, specifically in Business, Supply Chain, Logistics, or a related field; or equivalent professional experience.
• Professional Experience: 3+ years of experience in high-volume customer service or account coordination, with at least 1 year specifically in account/program management or a team lead capacity.
• Industry Knowledge:  Previous experience in distribution, logistics, or high-velocity supply chains is highly preferred.

Skills and Competencies:

• Strategic Communication:  Excellent verbal and written communication skills, with a proven ability to prioritize complex tasks while effectively collaborating with internal teams, external airline customers, and global suppliers under tight deadlines.
• Technical Proficiency:  High level of proficiency in MS Office (Word, Excel, Outlook), with proficient Excel skills. Experience with ERP or supply chain visibility software is a plus.
• Leadership & Accountability:  Demonstrated ability to lead and coach direct reports, fostering a positive culture while ensuring the team provides highly tailored, elite-level service to all stakeholders.
• Operational Resilience:  Must be able to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service. Proven ability to manage competing priorities within a fast-paced supply chain environment.
• Critical Problem Solving:  Proven ability to independently resolve complex inventory and service issues with minimal supervision. Skilled at identifying root causes and developing solutions that improve efficiency, accuracy, and overall program performance.