Strategic Account Representative - Life Science Division

Strategic Account Representative

The Strategic Account Representative serves as the primary liaison between pharmaceutical clients and logistics operations. This role focuses on maintaining relationship health, managing high-stakes customer service inquiries, and ensuring regulatory compliance within specialized warehouse environments.

Key Outcomes Expected

• Account Ownership: Serve as the dedicated point of contact for key pharmaceutical, agricultural and biotech clients, managing routine service issues and relationship development.
• Operational Liaison: Partner cross-functionally with Warehouse Operations, Quality, and Transportation to resolve client queries and ensure orders meet precise service-level agreements.
• Compliance Support: Support cGMP/GDP warehousing requirements, including chain-of-custody documentation and temperature-controlled storage oversight.
• Reporting & Communication: Lead weekly performance reviews and present operational results confidently to customer contacts.
• Client Education: Research and resolve routine claims, benefits, or logistics issues, educating clients on new products or operational enhancements to drive growth.

Critical Skills and Abilities

• Preferred understanding of a Warehouse Management System
• Preferred understanding of a Transportation Management System
• SAP or S4/HANA Microsoft Office Suite/365: Outlook, PowerPoint, Excel, One Note, Sharepoint
• High level of customer service background with professionalism

Key Performance Indicators (KPIs)

• Customer Retention Rate: Measuring long-term loyalty and the percentage of assigned accounts retained annually.
• First Call/Response Resolution: For customer service activities, the percentage of client queries resolved on the first interaction.
• KPI Reporting Accuracy: The precision and timeliness of weekly data presented to clients regarding operational execution.
• Perfect Order Fulfillment: Tracking on-time and damage-free delivery rates specifically for life-critical medical shipments.
• Customer Effort Score (CES): Identifying friction points in the client's interaction with the warehouse management system (WMS) or ordering process.

Education and Experience

• Bachelor's degree preferred (Business, Supply Chain, Life Sciences or similar).
• Minimum 3 years of relevant account management or client-facing experience.
• Experience within pharmaceutical, biotech, or regulated logistics environments.
• Understanding of cGMP/GDP warehousing and temperature-controlled supply chains

Work Environment

Combination of warehouse, cold-chain storage, and office environments. Exposure to temperature-controlled areas and powered industrial equipment. Occasional travel to customer sites as needed

Disclaimer: This job description is not intended to be all-inclusive. This position may be required to perform other related duties assigned to meet the ongoing needs of the organization. Langham reserves the right to modify job responsibilities and expectations as business demands evolve.