Customer Support / Key Account Representative

Description

Job Title: Customer Support / Key Account Representative
Department: Sales and Customer Service
Reports To: Chief Revenue Officer (CRO)
Location: Highland Laboratories Inc.

Who We Are:

At Highland Laboratories Inc., we’re at the forefront of the nutraceutical and dietary supplement industry, committed to delivering high-quality, innovative products that promote health and wellness. We believe in building long-lasting relationships with our clients and fostering a dynamic, collaborative team environment. Join us and be part of a company that values growth, innovation, and exceptional customer experiences.

The Opportunity:

We’re looking for a Customer Support / Key Account Representative who is not just looking for a job, but an opportunity to make an impact. Reporting directly to our Chief Revenue Officer (CRO), you’ll play a pivotal role in managing and nurturing relationships with our key contract manufacturing clients. This is more than just an administrative position—it’s a chance to own processes, contribute to strategic projects, and collaborate with teams across our organization to drive customer success and company growth.

What You’ll Do:

Make an Impact Through Customer Excellence

• Own the Order Lifecycle: Process and track customer orders with precision, ensuring every detail is accurate and communicated across our internal systems.
• Proactively Engage with Clients: Provide regular and transparent updates on order statuses, addressing potential issues before they arise to keep our customers informed and satisfied.
• Solve Problems Collaboratively: Respond promptly to customer inquiries and work cross-functionally with departments like production, logistics, and quality control to find solutions.

Contribute to Strategic Growth

• Facilitate Engineering and Product Changes: Manage change orders (ECOs), BOM updates, and formula modifications in partnership with our formulation team, making sure client specifications are met seamlessly.
• Sales Support & Upsell Opportunities: Collaborate closely with the sales team to generate accurate quotes and proposals, and identify opportunities for additional business with current clients.

Champion Operational Excellence

• Data Management & Reporting: Maintain and update CRM and SAP systems with up-to-date information on customer accounts and orders, supporting the sales team with insights and forecasts.
• Quality Assurance: Review and proof COAs and Finished Product Specifications (FPS) to ensure everything we send to clients meets our high-quality standards.

Foster Relationships That Drive Success

• Key Account Management: Serve as the main point of contact for top clients, building strong, trust-based relationships and understanding their unique business needs.
• Customer Onboarding: Guide new clients through a smooth onboarding process, setting the stage for a positive, long-term partnership.

Why Highland Laboratories?

• Be Part of a Growing Company: Work in a dynamic environment where your contributions are noticed and celebrated.
• Exposure to Senior Leadership: Work directly with the CRO, gaining unique insight into strategic decision-making and high-level company initiatives.
• Professional Development: We’re committed to your growth, offering opportunities for learning, skill development, and career advancement.
• Collaborative Culture: Join a team that values collaboration, innovation, and continuous improvement. We work hard, but we also have fun and celebrate our successes.

Requirements

 What We’re Looking For:Experience & Skills:

• Industry Knowledge: 4-5 years of experience in customer service, key account management, or order management within the nutraceutical, dietary supplement, or related contract manufacturing industries.
• Tech-Savvy: Proficiency in CRM systems and order management software (SAP experience is a big plus).
• Organizational Excellence: Exceptional attention to detail and the ability to juggle multiple priorities in a fast-paced environment.
• Strong Communicator: Clear and concise communication skills, both written and verbal, with a knack for building relationships.
• Problem Solver: A proactive mindset for resolving issues and anticipating customer needs.

Personal Attributes:

• Customer-Centric: Passionate about delivering exceptional service and understanding customer needs deeply.
• Team Player: Someone who thrives in a collaborative environment and enjoys working with cross-functional teams.
• Adaptable & Resilient: Comfortable with change and able to maintain focus and effectiveness under pressure.
• Continuous Learner: Open to feedback and eager to grow and improve both personally and professionally.

Join Us and Make a DifferenceAt Highland Laboratories Inc., your work will have a direct impact on the company’s success and our customers’ satisfaction. If you’re ready to be part of a high-performing team where your contributions truly matter, we’d love to hear from you!  

Salary : $45,000 - $55,000