Hybrid Key Accounts Care Leader

ADI Global Distribution; Louisville (KY); Hybrid; USD 28,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Commuter benefits

Pet insurance

401k from Day 1

Vacation accrual

Public holidays included

Parental leave

Employee discounts

Job summary

ADI Global Distribution in Louisville is seeking an experienced customer service professional to support key accounts, manage complex inquiries, and ensure timely resolutions. You will collaborate with sales, operations, logistics, and finance to address service requests and maintain order accuracy.

You will mentor junior team members, document interactions, and monitor service levels. The role requires independent work with minimal supervision while upholding high quality and precise

Qualifications

• 4+ years of relevant customer service or customer support experience.
• Experience handling key account or high-touch customer requests within established service procedures.
• Demonstrated ability to resolve complex customer issues and coordinate follow-up across internal functions.
• Experience working independently with minimal supervision while maintaining accuracy and service quality.
• Experience providing informal guidance or mentoring to less experienced team members.

Responsibilities

• Executes customer service activities for key accounts, including order status inquiries, issue resolution, and case follow-up within established guidelines.
• Coordinates with internal teams such as sales, operations, logistics, and finance to resolve customer requests and service exceptions.
• Reviews and resolves more complex or unusual customer concerns, escalating issues outside scope when needed.
• Provides guidance and day-to-day support to less experienced customer service staff on account handling and process adherence.
• Maintains accurate records of customer interactions, actions taken, and case status updates in company systems.
• Monitors assigned account activity to help ensure timely response, accurate order processing, and service level compliance.
• Identifies recurring customer service issues and suggests process improvements to reduce repeat errors and delays.
• Supports department goals by helping maintain service quality, customer satisfaction, and consistent application of procedures.

Skills

Customer service

Key accounts support

Issue resolution

Mentoring

Tools

CRM systems

Order management systems

Case tracking systems

Job description

ADI Global Distribution in Louisville is seeking an experienced customer service professional to support key accounts, manage complex inquiries, and ensure timely resolutions. You will collaborate with sales, operations, logistics, and finance to address service requests and maintain order accuracy.

You will mentor junior team members, document interactions, and monitor service levels. The role requires independent work with minimal supervision while upholding high quality and precise