Key Accounts Customer Care Lead

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

Job Description

Performs advanced customer service support for key accounts by managing complex inquiries, order issues, and service requests within established processes and procedures. Works independently with minimal supervision to resolve unusual or cross-functional customer issues, coordinate follow-up with internal teams, and ensure timely case closure. Provides guidance to less experienced team members, helps maintain service quality for assigned accounts, and suggests improvements to support efficient handling of recurring issues.

Job Duties

• 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.

You Must Have

• 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.

We Value

• Experience using customer service, order management, or case tracking systems.


• Experience supporting customers across multiple products, locations, or service channels.


• Experience identifying recurring issues and recommending practical process improvements.


• Experience in a manufacturing, distribution, or product support environment.

Competencies & Skills

• Advanced customer service and issue resolution skills


• Strong knowledge of order processing and case management workflows


• Ability to work within established procedures and service guidelines


• Effective coordination and follow-up across internal teams


• Clear written and verbal communication skills


• Attention to detail and accuracy in records and documentation


• Ability to prioritize assigned work and manage multiple customer requests


• Ability to guide others and support team workload as needed

What's In It For You

• Medical, Dental, Vision, Commuter Benefit, Pet Insurance and 401k participation from Day 1


• 2 weeks' accrued vacation time in years 1 and 2, and 3 weeks starting in year 3


• 12 paid holidays each year


• Four weeks parental leave without using vacation time


• Team Member discounts on company products and other retail/service providers


• Monday to Friday working hours - no weekends


• Opportunity to progress within a global business

About Us

ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com.

ADI is an equal opportunity employer. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision . ADI complies with applicable equal employment laws in all countries where we do business.

If a disability prevents you from applying for a job through our website, request assistance here.

Job Schedule : Full time

Locations : 2700 Blankenbaker Parkway, Louisville-Jefferson, 40299, US

(Hybrid)

Hiring Salary Range : The typical hiring salary for this role, ranges from USD $20.28 to $34.53 per hour but varies by specific work location.

Benefits : We provide comprehensive benefits, including life and health insurance, life assistance program, accidental death and dismemberment insurance, disability insurance, 401k Plan, vacation & holidays.

US Visa Sponsorship Eligibility : This position is not eligible for US visa sponsorship