Key Account Representative

Smart Care Equipment Solutions; Hartford (CT); On-site; USD 48,000 - 55,000; Full time

Job summary

Smart Care Allied Mechanical Services (AMS) in Hartford, CT seeks a Key Account Representative to deliver high-quality service that retains and grows designated corporate accounts. You will collaborate with technicians, dispatchers, and back-office teams, using SAP and customer portals to provide real-time order visibility.

The role requires a Bachelor’s degree or equivalent plus several years in customer service or sales, with strong communication, problem solving, and Excel skills.

Qualifications

• Bachelor's degree or an equivalent combination of education and experience.
• Equivalent experience: two years in business management, sales, or Smart Care experience may count as two years of post-secondary education.
• Four or more years of experience in customer service, dispatch, and/or restaurant management.
• Flexibility to work varying shifts, including holidays, as business needs require.

Responsibilities

• Monitor assigned accounts to ensure 100% compliance with customer requirements.
• Build and maintain cross-functional relationships with customers.
• Communicate order status to customers via phone, email, and portals.
• Obtain proper approvals for service calls prior to invoicing.
• Provide real-time assistance to technicians to adhere to customer requirements.
• Coordinate with Service Delivery to ensure timely responses and approvals.
• Work in SAP systems and external portals to ensure orders are accurate.
• Review and revise customer requirements documentation.
• Assist Key Account Supervisor with special projects as required.

Skills

Leadership & Motivation

Problem Solving

Technical Aptitude

Prioritization & Time Management

Relationship Building

Collaboration

Education

Bachelor's degree or equivalent combination of education and experience

Equivalent experience

Tools

Microsoft Excel

SAP

Job description

KEY ACCOUNT REPRESENTATIVE ALLIED MECHANICAL SERVICES (AMS) - A SMART CARE COMPANY

Compensation: $35-$40 an hour

About the Role:

The Key Account Representative is responsible for delivering consistent, high-quality service that supports the retention and growth of designated corporate accounts. This role excels in proactive communication with both internal and external customers and collaborates effectively across all areas of the business, from order entry through cash collection. The Key Account Representative ensures compliance with customer requirements by partnering closely with technicians, dispatchers, parts teams, and back-office support functions to drive exceptional service and customer satisfaction.

What Will Your Day Look Like?

• Monitors assigned account to ensure 100% compliance with customer requirements prior, during, and after service calls.
• Builds and maintains professional cross-functional relationships and with our customers (internal and external).
• Communicates to customers via phone, e-mail, and website entries providing real-time visibility to order status.
• Obtain proper approvals for service calls prior to invoicing.
• Provides real-time assistance to technicians to adhere to customer requirements.
• Coordinates with Service Delivery Specialist in driving compliance with response time, return to service, customer approvals for estimates, and documentation in 3rd party portals.
• Works in SAP systems and external websites to ensure orders are accurate.
• Works with central services to ensure correct master data management.
• Review and revise customer requirements documentation.
• Assists Key Account Supervisor with any special projects/assignments as required.

Key Skills:

Leadership & Motivation:

Ability to motivate others and drive results through a respectful yet assertive approach.

Problem Solving:

Strong analytical and problem-solving skills with exceptional attention to detail.

Technical Aptitude:

Proven ability to quickly learn and adapt to new database systems, software applications, and web-based platforms.

Prioritization & Time Management:

Effective organizational skills with the ability to manage competing priorities while maintaining a strong sense of urgency.

Relationship Building:

Excellent interpersonal skills with the ability to build and maintain positive working relationships across all levels of the organization.

Collaboration:

Team-oriented mindset with the ability to work effectively across multiple functions and departments to achieve common goals.

Required Qualifications:

• Bachelor's degree or an equivalent combination of education and experience.
• Equivalent experience:
• Two (2) years of business management, sales, or Smart Care experience may be considered equivalent to two (2) years of post-secondary education.
• Four (4) or more years of experience in customer service, dispatch, and/or restaurant management.
• Flexibility to work varying shifts, including holidays, as business needs require.

Preferred Qualifications:

• Proficiency in Microsoft Excel and SAP.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand‑alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at