Senior Key Account Operations Specialist

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Assist in the operational implementation for key wholesale accounts in Canada.

• Act as the main operational liaison for designated key accounts.

• Develop and nurture relationships with account operations teams.

• Organize and lead Monthly Business Reviews and Quarterly Business Reviews.

• Collaborate with sales and account management to create joint business plans.

• Manage the complete lifecycle of customer orders from placement to delivery.

• Track allocations, inventory levels, and shipping performance metrics.

• Work collaboratively across departments to address escalations.

• Prepare and deliver operational scorecards and key performance indicators (KPIs).

• Evaluate trends and root causes, providing actionable insights.

• Identify and advocate for enhancements in workflows, processes, and customer satisfaction.

• Test and implement tools, dashboards, and automation projects.

• Streamline shipping routes and address any exceptions.

• Record best practices and create standardized playbooks.

• Reduce chargebacks, cancellations, and lost sales opportunities.

• Collaborate with sales and operations to pinpoint mutual-value opportunities.

• Engage with Sales, Planning, Logistics, Finance, and IT teams.

• Advocate for account priorities during internal discussions.

• Contribute to enterprise-level customer operations initiatives.

⛳️ Requirements

• 3–5 years of experience in customer operations, account services, or supply chain management, preferably within the wholesale/retail sector.

• Bilingual communication skills in English and French are preferred.

• Demonstrated ability to manage operational relationships with large or strategic customer accounts.

• Strong facilitation skills and experience leading structured business reviews while delivering performance insights.

• Proficient in SAP, Salesforce, and various reporting tools.

• Advanced knowledge of Excel and familiarity with dashboards and data visualization.

• Exceptional communication, influencing, and relationship-building abilities.

• A mindset oriented towards continuous improvement.

• Ability to adapt and excel in pilot and innovative environments.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work environment and work-life balance initiatives.