Key Account Support Specialist

Premium Guard Inc. (PGI); Mount Carmel (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Premium Guard, Inc. is seeking a Key Account Support Specialist to provide dedicated account and logistics support for PGI’s strategic customers.

The role ensures exceptional customer service, accurate order fulfillment, and effective delivery coordination, working with Sales, Distribution, Logistics, Accounting, carriers, and customer contacts to maintain strong relationships. The position serves as a backup to primary account representatives and supports customer satisfaction and account

Qualifications

• Experience in dedicated account or customer service roles.
• Ability to manage orders and coordinate deliveries.
• Strong communication with internal teams and customers.

Responsibilities

• Provide day-to-day support for national accounts, ensuring continuity and high service levels.
• Manage weekly purchase orders from receipt through delivery.
• Coordinate delivery appointments across distribution centers ensuring timely scheduling.
• Monitor orders and shipments from warehouse release to final delivery and address delays.
• Serve as primary contact for order status and shipment updates.

Skills

Customer service

Account management

Logistics coordination

Communication

Job description

Who We Are

Premium Guard, Inc, a privately held company, was established in 1996. We are a leading supplier of private label solutions in the automotive aftermarket. We have an exceptional commitment to performance, innovation, and partnership in the automotive aftermarket industry. Our focus is on designing, manufacturing and distributing products for automotive, diesel, power-sports and specialty filter markets.

Key Account Support Specialist

provides dedicated accounts and logistics support for PGI’s strategic customers. This role helps ensure exceptional customer service, accurate and timely order fulfillment, effective delivery coordination, and continuity of account support.

The role will also work closely with Sales, Distribution, Logistics, Accounting, carriers, and customer contacts to proactively manage orders and deliveries, resolve issues, and maintain strong customer relationships. The position serves as a backup to the primary account representatives and plays an important role in supporting customer satisfaction and account growth.

Key Responsibilities

• Provide day-to-day support for assigned national accounts, serving as a backup to primary account representatives to ensure continuity, responsiveness, and exceptional customer service.
• Manage weekly purchase orders from receipt through delivery, ensuring orders are accurate, processed timely, and fulfilled according to customer requirements.
• Coordinate delivery appointments across applicable distribution centers, ensuring appointments are scheduled in advance and comply with customer-specific requirements.
• Monitor purchase orders and shipments from warehouse release through final delivery, proactively identifying potential delays or service issues and taking corrective action.
• Serve as a primary point of contact for order and delivery status, providing timely communication regarding shipment progress, appointment scheduling, delays, and expected delivery timelines.
• Coordinate daily with warehouse, distribution, and logistics teams to confirm order readiness, shipment details, ETAs, appointment requirements, and required documentation.
• Partner with carriers to confirm lead times, track shipments, resolve transportation issues, and maintain accurate delivery expectations.
• Adjust and reschedule delivery appointments as needed to accommodate changes in warehouse readiness, shipment delays, carrier issues, or customer requirements.
• Proactively communicate and assist in resolving order, transportation, delivery, and compliance issues that may impact customer service or account performance.
• Support return goods processing and assist with the research, analysis, and resolution of customer chargebacks in partnership with Accounting and other internal teams.
• Build and maintain strong relationships with national account customers and internal business partners to support service excellence, effective issue resolution, and long-term account growth.
• Collaborate cross-functionally with Sales, Distribution, Logistics, Accounting, Customer Service, and other departments to ensure customer needs and account requirements are effectively addressed.
• Identify and implement opportunities to improve order management, delivery scheduling, account support, and overall customer service processes.