Strategic Account Representative, Level 3 Life Science Division

Langham Logistics; New Whiteland (IN); On-site; USD 120,000 - 180,000; Full time

Job summary

Langham Logistics seeks a Strategic Account Representative with deep GMP-regulated Life Sciences expertise to manage the most complex accounts. You will lead collaborations across Quality, Operations, and Customer Leadership to ensure regulatory compliance and patient safety while balancing commercial goals.

The ideal candidate has 8–10+ years in customer service within GMP environments, strong executive presence, and experience in end-to-end GMP logistics including audits and CAPA processes.

Qualifications

• Bachelor’s degree in Business, Sales/Marketing or related field is preferred.
• 8–10+ years of customer service experience in Life Sciences or GMP-regulated environments is required.
• Experience managing high-profile GMP Life Sciences accounts and cross-functional teams is essential.

Responsibilities

• Own end-to-end relationships for high-profile GMP Life Sciences customers and serve as primary escalation and governance contact.
• Lead cross-functional resolution of non-routine or compliance-driven issues with Warehouse Operations, Quality, Transportation, IT, and Leadership.
• Influence service design, SLA development, and recovery strategies to ensure GMP and quality compliance.
• Drive systemic improvements to prevent deviations and service failures.
• Lead Quarterly Business Reviews (QBRs) and translate data into actionable insights for customer leadership.
• Educate customers on validated processes, scalable GMP-compliant solutions, and advanced system capabilities.
• Identify opportunities to deepen partnerships through enhanced service models and operational efficiencies.
• Elevate potential compliance risks through quality channels.

Skills

Executive presence

Regulatory compliance awareness

Education

Bachelors degree in Business, Sales/Marketing or related field

Tools

SAP / S/4HANA

WMS

TMS

ERP systems

Job description

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Strategic Account Representative, Level 3 Life Science Division

WHITELAND, Whiteland, IN, US

4 days ago Requisition ID: 1369

**This is a mid-shift position: 10A-7:00P**

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 elevate 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.