Key Account Customer Service Manager

LHH is seeking an experienced Key Account Customer Service Manager to oversee strategic customer relationships, drive service excellence, and lead a high-performing account management team for our client. This role serves as a critical liaison between customers and internal departments, ensuring seamless execution, data-driven insights, and long-term partnership success. The anticipated salary for this role is between $100,000-$130,000 a year.

Responsibilities:

• Monitor overall account health, inventory flow, and service performance to proactively identify and resolve issues.
• Train and support customers on a proprietary customer portal, including order management, inventory visibility, pricing, and reporting tools.
• Collect and communicate customer feedback to internal Purchasing and Operations teams to support continuous improvement initiatives.
• Act as a customer advocate internally, collaborating cross-functionally to ensure customer needs are met effectively.
• Lead, mentor, and develop Account Managers and support staff, fostering a culture of collaboration, accountability, and excellence.
• Guide forecasting and product usage planning for internal purchasing teams and external partners using menu, scheduling, and demand insights.
• Partner closely with Purchasing to establish clear communication channels and efficient workflows that enhance the customer experience.
• Collaborate with Operations teams across a global network to ensure consistent communication and flawless program execution.
• Deliver high-level analysis and insights to customers through Quarterly Business Reviews (QBRs) and other strategic meetings, leveraging analytics and reporting tools.
• Support contract creation and renewal efforts, contributing to negotiations and long-term customer retention strategies.

Qualifications:

• Bachelor’s degree in Business, Supply Chain, or a related field required
• Minimum of 5 years of experience in Customer Success, Account Management, or Client Services, preferably within logistics, distribution, or supply chain environments
• Excellent written and verbal communication skills with the ability to engage both internal teams and external stakeholders
• Strong analytical mindset with the ability to interpret data and translate insights into actionable recommendations.
• (Experience with Power BI or similar business intelligence tools is a plus.)
• High level of proficiency with Microsoft Office and standard business applications.
• Proven ability to work under pressure, manage deadlines, and maintain a customer-focused, positive approach.
• Demonstrated success managing multiple programs or projects in a fast-paced environment.
• Ability to work independently and execute responsibilities with minimal oversight.
• Strong problem-solving skills and experience handling customer escalations professionally.
• Ability and willingness to travel domestically and internationally as needed.

Benefits:

• Medical, dental and vision
• 401 (k) match
• 3 weeks of PTO
• Paid sick leave where applicable by State Law

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance