Key Account Support Specialist

Key Account Support Specialist

The Key Account Support Specialist is responsible for providing technical and after-sales support to key customers, including distributors, dealers, and major retail accounts, ensuring that customer issues are addressed in a timely and efficient manner.

This role also supports spare parts ordering, shipment coordination, repair and replacement case tracking, as well as data collection and analysis, helping ensure smooth day-to-day operations and maintain strong customer relationships.

Key Responsibilities

1. Technical Support – 20%

a. Provide technical support to key customers through phone calls, video meetings, and other communication channels.

b. Assist with product troubleshooting and basic fault diagnosis.

c. Record customer issues, track progress, and follow up to ensure issues are resolved within the required timeframe.

2. Retail Return & Exchange Support – 20%

a. Follow up on and coordinate return and exchange cases for major retail accounts in North America to ensure the process moves forward smoothly.

b. Track, summarize, and report abnormal or exceptional return and exchange cases, and promptly notify the Operations team for further follow-up.

3. Spare Parts & Order Support – 20%

a. Verify material information and inventory availability.

b. Prepare and process spare parts order request forms.

c. Follow up on payment status and shipment progress.

d. Coordinate with Warehouse and Logistics teams to help ensure timely delivery.

4. Repair & Replacement Case Follow-up – 15%

a. Track repair and replacement cases and ensure they are handled in accordance with applicable SLA requirements.

b. Maintain close communication with Technical Support and After-Sales Service teams to facilitate issue resolution and continuously improve customer satisfaction.

5. Failure Data Collection & Reporting – 10%

a. Collect, organize, and consolidate data related to product failures and service issues.

b. Conduct basic trend analysis and provide reports and insights to the regional FAE team.

6. Other Responsibilities – 15%

a. Perform other related duties assigned by the manager based on team and operational needs.

Qualifications & Requirements

1. Education

Bachelor’s degree in Business, Supply Chain, Engineering, or a related field.

2. Experience

3–5 years of experience in key account support, retail operations, customer service, sales operations, after-sales service, or a related function. Experience supporting major retail chains, distributors, or dealers is highly preferred.

3. Retail & Account Support

Strong understanding of retail customer needs and the ability to provide timely and effective support for service issues, orders, repairs, replacements, and other account-related requests.

4. Sales & Cross-Functional Collaboration

Proven ability to partner with Sales and coordinate effectively with Service, Logistics, Warehouse, Technical Support, and other cross-functional teams to resolve customer issues and meet account requirements.

5. Operations & Systems

Working knowledge of spare parts ordering, shipment coordination, repair tracking, and CRM/ERP systems. Proficiency in Microsoft Excel and basic data analysis is required.

6. Communication & Problem-Solving

Strong communication, problem-solving, organizational, and follow-up skills, with a customer-focused mindset and strong attention to detail.

7. Languages

Professional fluency in English is required. Mandarin Chinese proficiency is preferred for communication and coordination with headquarters.