Strategic Account Representative II

Job DescriptionJob DescriptionThe Strategic Account Representative – Level 2 independently manages assigned GMP regulated life sciences accounts and serves as the primary customer liaison between clients and regulated logistics, warehousing, and distribution operations. This role requires a strong working knowledge of Good Manufacturing Practices (GMP), quality systems, and regulatory compliance, along with confident customer communication in highly regulated environments.The position plays a critical role in ensuring service excellence, compliance adherence, and proactive issue resolution while maintaining audit ready operations.Key Outcomes Expected GMP Account OwnershipServe as the dedicated point of contact for strategic life sciences and regulated customersOwn overall account health, service performance, and compliance alignmentProactively identify service risks, quality trends, and process gaps impacting GMP complianceDrive continuous improvement initiatives aligned with customer quality expectationsRegulated Operations LiaisonPartner cross functionally with Warehouse Operations, Quality Assurance, Validation, Transportation, and Regulatory teamsCoordinate resolution of moderately complex service deviations, investigations, and CAPAsEnsure all customer SLAs are met while maintaining strict adherence to GMP requirementsSupport controlled change management impacting regulated operationsGMP & Quality Compliance SupportSupport compliance with GMP, GDP, FDA, and other applicable regulatory standardsEnsure accuracy of chain of custody documentation, inventory controls, and storage condition oversightParticipate in internal audits, customer audits, and regulatory inspections as neededIdentify potential compliance risks and escalate appropriately through quality channelsReporting, Documentation & CommunicationLead structured customer performance reviews, including quality and compliance metricsPresent KPIs, deviation trends, root cause findings, and corrective actions clearly and confidentlyMaintain accurate, audit ready documentation and customer communicationsEnsure data integrity within WMS, TMS, and quality systemsCustomer Education & Issue ResolutionAct as a trusted advisor to customers on regulated logistics best practicesResearch and resolve service deviations, claims, temperature excursions, and quality eventsSupport onboarding of new regulated accounts and transitions within GMP frameworksCritical Skills and Knowledge Working knowledge of GMP, GDP, and quality management systemsExperience operating within regulated warehouse or life sciences environmentsProficiency with WMS and TMS platforms in GMP settingsSAP or S/4HANA experience preferredStrong analytical, documentation, and root cause analysis skillsHigh level of professionalism in customer facing, audit driven environmentsAbility to manage competing priorities independently while maintaining compliance rigorEducation and ExperienceBachelor’s Degree in Business, Supply Chain, Life Sciences, or related field preferredMinimum 5–7+ years of customer service, account management, or operations experiencePrior experience supporting GMP regulated clients strongly preferred Physical demands:Must be able to work in an office environment as needed and balance travel to support sales strategy. Work is performed in an office environment, either at Langham or at a client location, with some exposure to warehouse environment for client tours, etcDisclaimer: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.