Strategic Account Representative Level 3

Langham Logistics, Inc; Phoenix (AZ); On-site; USD 63,000 - 77,000; Full time

Job summary

Langham Logistics, Inc. is seeking a Strategic Account Representative Level 3 in Phoenix, AZ. You will manage top GMP Life Sciences accounts, acting as a senior customer-facing leader to align operational execution with regulatory and quality expectations.

You will lead cross-functional teams, drive improvements in GMP/GDP warehousing and distribution, and provide executive-level reporting on service risks and performance.

Qualifications

• Bachelor’s degree in Business, Sales/Marketing or related field preferred.
• 8–10+ years of customer service experience.
• Experience in GMP/GDP regulated life sciences logistics is a must.

Responsibilities

• Own end-to-end relationships for high-profile GMP Life Sciences customers; primary escalation contact.
• Act as trusted advisor to customer leadership; align operations with regulatory/quality expectations.
• Identify risks to product integrity, chain-of-custody, temperature control, and regulatory compliance.
• Drive proactive service management and continuous improvement for retention.
• Lead cross-functional resolution of non-routine/compliance-driven issues with ops, QA, IT.
• Influence service design, SLAs, and recovery strategies to ensure GMP/GDP compliance.
• Drive systemic improvements to prevent deviations and service failures.
• Serve as SME during audits, regulatory inspections, investigations, and CAPA.
• Translate data into clear, actionable insights for executives.

Skills

GMP/GDP logistics

WMS knowledge

TMS knowledge

ERP systems SAP/S4HANA

Executive communication

Relationship management

Cross-functional leadership

Education

Bachelor’s degree in Business, Sales/Marketing or related field

Tools

SAP / S/4HANA

Job description

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Strategic Account Representative Level 3

Arizona, Phoenix, AZ, US

4 days ago Requisition ID: 1406

Salary Range: $70,000.00 To $70,000.00 Annually

The Strategic Account Representative – Level 3 is responsible for managing the organization’s most complex, high-risk, and high-value GMP-regulated Life Sciences accounts, including pharmaceutical, biotech, and advanced therapy customers. This role serves as a senior customer-facing leader and trusted advisor, ensuring service delivery meets regulatory, quality, and patient-safety expectations while balancing operational realities and commercial objectives.

This position requires expert-level knowledge of GMP/GDP logistics, strong cross-functional leadership, and the ability to influence outcomes in highly regulated, fast-paced environments where service failures carry significant compliance and patient impact risk.

Key Outcomes Expected

Strategic GMP Account Ownership

• Own end-to-end relationships for high-profile GMP Life Sciences customers, serving as the primary escalation and governance contact.
• Act as a trusted advisor to customer leadership, aligning operational execution with regulatory and quality expectations.
• Proactively identify risks to product integrity, chain-of-custody, temperature control, and regulatory compliance, and drive mitigation strategies.
• Support customer retention through proactive service management and continuous improvement.

Advanced Operation

• Lead cross-functional resolution of non-routine, escalated, or compliance-driven issues, partnering with Warehouse Operations, Quality, Transportation, IT, and Leadership.
• Influence service design, SLA development, and recovery strategies to ensure compliance with GMP, GDP, and customer quality agreements.
• Drive systemic improvements to prevent repeat deviations and service failures.

Regulatory, Quality, and Compliance Expertise

• Demonstrate advanced knowledge of GMP/GDP warehousing and distribution requirements, including documentation, validation, and audit standards.
• Ensure strict adherence to chain-of-custody, temperature excursion management, and controlled substance handling, where applicable
• Serve as a subject matter expert during customer audits, regulatory inspections, investigations, and CAPA development.
• Partner closely with Quality to ensure alignment with SOPs, quality agreements, and change control processes.

Executive-Level Reporting & Communication

• Lead high-impact Quarterly Business Reviews (QBRs) and performance discussions with customer leadership.
• Translate complex operational, quality, and compliance data into clear, actionable insights.
• Confidently communicate service risks, trends, and improvement plans to both internal and external executives.

Client Enablement & Growth Support

• Resolve complex claims, deviations, and systemic service issues with a focus on patient safety and regulatory compliance.
• Educate customers on advanced system capabilities, validated processes, and scalable GMP-compliant solutions.
• Identify opportunities to deepen partnerships through enhanced service models, operational efficiencies, and compliance-driven value creation.
• Identify potential compliance risks and escalates appropriately through quality channels

Critical Skills and Knowledge

• Advanced expertise in WMS, TMS, and ERP systems (SAP / S/4HANA preferred)
• Deep understanding of regulated Life Sciences logistics and warehouse environments
• Strong working knowledge of GMP, GDP, quality systems and audit readiness
• Exceptional communication, influence and executive presence
• Proven ability to manage ambiguity, risk, and high-stakes customer scenarios
• Recognized for sound judgment, professionalism, and strong customer advocacy

Education and Experience

• Bachelor’s degree in Business, Sales/Marketing or related field is preferred
• A minimum of 8-10+ years of customer service

Work Environment:

Combination of warehouse, cold-chain storage, and office environments. Exposure to temperature-controlled areas and powered industrial equipment. Occasional travel to customer sites as needed

Disclaimer

This job description is not intended to be all-inclusive. This position may be required to perform other related duties assigned to meet the ongoing needs of the organization. Langham reserves the right to modify job responsibilities and expectations as business demands evolve.