Sr. Key Account Operations Specialist

Select how often (in days) to receive an alert:

Operational Relationship Management

• Support operational execution for Canadian wholesale key accounts, ensuring alignment with market-specific requirements and customer expectations.
• Serve as the primary operational contact for assigned key accounts, representing Customer Operations in all service-related discussions.
• Build and maintain trusted relationships with account operations teams through proactive engagement and transparency.
• Facilitate Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) focused on operational performance, continuous improvement, and collaborative value creation.
• Align with sales and account management on joint business plans, ensuring operational strategies support growth and long-term partnership.
• Oversight to the end-to-end lifecycle of customer orders, from entry through delivery, ensuring accuracy and timeliness.
• Monitor allocations, inventory, and shipping performance to proactively address risks or service gaps.
• Collaborate cross-functionally to resolve escalations while maintaining accountability for resolution.

Data-Driven Insights & Reporting

• Prepare and present operational scorecards and KPIs for key accounts (on-time delivery, fill rate, order accuracy, chargebacks, cancellations, etc.).
• Analyze trends and root causes, providing actionable recommendations to accounts and internal teams.
• Translate data into insights that drive both efficiency and improved customer experience.

Process Optimization & Automation

• Identify and champion opportunities to streamline workflows, reduce friction, and improve customer satisfaction.
• Pilot new tools, dashboards, and automation initiatives; provide feedback to scale across the Customer Operations organization.
• Optimize shipping lanes (X-Dock, Port of Entry, LVDC/OHDC) to balance cost, service level, and inventory flow, proactively identifying efficiencies and resolving exceptions.
• Document best practices and establish standardized playbooks for account operations.

Financial & Strategic Contribution

• Support financial outcomes by minimizing chargebacks, cancellations, and lost sales through proactive account management.
• Ensure accurate and timely fulfillment to enable revenue recognition and protect margin.
• Partner with sales and operations to identify opportunities that deliver mutual value for the business and its accounts.

Cross-Functional Collaboration

• Work closely with Sales, Planning, Logistics, Finance, and IT to align on service execution and elevate the end-to-end customer journey.
• Act as the voice of the account within internal discussions, ensuring operational priorities are aligned to customer expectations.
• Contribute to enterprise initiatives that unify customer operations across brands and key accounts.

Success Measures

• Consistent delivery of MBRs and QBRs that drive joint accountability and operational improvements.
• Improved metrics for assigned accounts (on-time delivery, order accuracy, fulfillment rates).
• Reduction in escalations, chargebacks, and lost sales.
• Positive account feedback and strengthened partnerships measured through engagement and collaboration.
• Documented process improvements and automation solutions scaled beyond pilot accounts.
• Demonstrated contribution to financial results and operational KPIs.

• 3-5 years of experience in customer operations, account services, or supply chain management (wholesale/retail industry preferred).
• Proven ability to manage customer-facing operationalrelationships with large or strategic accounts.
• Strong facilitation skills, with experience leading structured business reviews and delivering performance insights.
• Proficiency with SAP, Salesforce, and reporting tools; advanced Excel and comfort with dashboards/data visualization.
• Excellent communication, influencing, and relationship-building skills.
• Continuous improvement mindset. Ability to adapt and thrive in pilot/innovation environments.

The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.