Senior Key Account Operations Specialist (Customer Service)
Schaefer Plastics North America, LLC., Charlotte, North Carolina, United States, 28245
At Schaefer Plastics, we manufacture industry-leading solutions and drive responsible practices towards a sustainable future for generations to come. As a family-owned company since 1937, we are deeply committed to delivering exceptional customer care through high-quality, innovative waste and packaging solutions. Our customers and their satisfaction are paramount to our business; we strive to understand their needs and exceed their expectations at every turn.
We are a global injection molding manufacturer, producing durable waste and recycling carts, and pioneering reusable packaging systems that reduce carbon footprints. Our dynamic and inclusive culture fosters personal and professional growth, making us an ideal employer for career advancement.
Overview
The Senior Key Account Operations Specialist is a senior role within the Customer Service organization, responsible for the operational execution and day-to-day stewardship of strategic customer relationships in the Waste division. The Senior Key Account Operations Specialist partners closely with Regional Sales Managers, Manufacturing, Shipping & Receiving, Logistics, and Customer Service leadership to ensure complex, high-volume accounts are executed accurately and efficiently from order entry through delivery and post-delivery follow-up. This role requires sound judgment, strong operational instincts, and the ability to anticipate issues before they impact the customer. It is not a call-center or transactional customer service role. Success is measured by consistency, accuracy, and the ability to keep key accounts running smoothly in a fast-moving manufacturing environment. Why This Role Matters
As our Waste business continues to scale, our most important customers require a higher level of coordination, accountability, and proactive management. This role serves as a stabilizing force between commercial commitments and operational execution, ensuring: Customer expectations are clearly understood and met Internal teams remain aligned on priorities Issues are identified and resolved before they escalate The Senior Key Account Operations Specialist plays a direct role in protecting revenue, strengthening long-term partnerships, and supporting sustainable growth. Key Responsibilities
Serve as the primary operational point of contact for assigned key and national accounts Own the accuracy and execution of quotes, RFQs, sales orders, and work orders within Microsoft Dynamics ERP Partner with the National Account Manager on account strategy, execution priorities, and issue resolution Coordinate closely with Customer Service, Sales, Manufacturing, Logistics, and Shipping/Receiving to meet customer requirements Monitor order flow, production timing, and delivery schedules; proactively manage risks and constraints Ensure compliance with customer agreements, pricing structures, artwork approvals, and delivery timelines Manage invoice uploads, customer portals, and required account documentation Maintain and analyze order tracking, inventory, and account-specific reporting Support receivables inquiries, credit requests, returns, and warranty claims with sound judgment Identify recurring issues, process gaps, or inefficiencies and recommend practical improvements Act as a knowledgeable advocate for the customer while balancing operational realities Experience & Capabilities
5+ years supporting key, national, or strategic accounts in a manufacturing or industrial environment Demonstrated experience working cross-functionally across Customer Service, Sales, Operations, and Logistics Strong ERP experience (Microsoft Dynamics preferred) Advanced proficiency in Excel for tracking, reconciliation, and reporting High level of accuracy and attention to detail, especially with pricing and order execution Ability to manage multiple priorities and shifting demands in a fast-paced setting Clear, confident communication style with internal teams and external customers Strong sense of ownership and follow-through Comfortable operating independently while being a collaborative team partner Experience supporting custom products, configurable orders, or artwork approvals is a plus What Sets This Role Apart?
Senior-level ownership without people management Direct visibility to Customer Service leadership and Sales A trusted position supporting the company’s most important customer relationships Meaningful influence over execution, outcomes, and process improvement A close-knit team environment where experience and judgment are valued Who Will Succeed Here?
This role is well-suited for someone who has outgrown reactive customer service and wants to apply their experience in a more strategic, operationally focused way. If you’re known for keeping complex accounts on track, anticipating issues before they arise, and taking pride in execution excellence, this role will be a strong fit.
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The Senior Key Account Operations Specialist is a senior role within the Customer Service organization, responsible for the operational execution and day-to-day stewardship of strategic customer relationships in the Waste division. The Senior Key Account Operations Specialist partners closely with Regional Sales Managers, Manufacturing, Shipping & Receiving, Logistics, and Customer Service leadership to ensure complex, high-volume accounts are executed accurately and efficiently from order entry through delivery and post-delivery follow-up. This role requires sound judgment, strong operational instincts, and the ability to anticipate issues before they impact the customer. It is not a call-center or transactional customer service role. Success is measured by consistency, accuracy, and the ability to keep key accounts running smoothly in a fast-moving manufacturing environment. Why This Role Matters
As our Waste business continues to scale, our most important customers require a higher level of coordination, accountability, and proactive management. This role serves as a stabilizing force between commercial commitments and operational execution, ensuring: Customer expectations are clearly understood and met Internal teams remain aligned on priorities Issues are identified and resolved before they escalate The Senior Key Account Operations Specialist plays a direct role in protecting revenue, strengthening long-term partnerships, and supporting sustainable growth. Key Responsibilities
Serve as the primary operational point of contact for assigned key and national accounts Own the accuracy and execution of quotes, RFQs, sales orders, and work orders within Microsoft Dynamics ERP Partner with the National Account Manager on account strategy, execution priorities, and issue resolution Coordinate closely with Customer Service, Sales, Manufacturing, Logistics, and Shipping/Receiving to meet customer requirements Monitor order flow, production timing, and delivery schedules; proactively manage risks and constraints Ensure compliance with customer agreements, pricing structures, artwork approvals, and delivery timelines Manage invoice uploads, customer portals, and required account documentation Maintain and analyze order tracking, inventory, and account-specific reporting Support receivables inquiries, credit requests, returns, and warranty claims with sound judgment Identify recurring issues, process gaps, or inefficiencies and recommend practical improvements Act as a knowledgeable advocate for the customer while balancing operational realities Experience & Capabilities
5+ years supporting key, national, or strategic accounts in a manufacturing or industrial environment Demonstrated experience working cross-functionally across Customer Service, Sales, Operations, and Logistics Strong ERP experience (Microsoft Dynamics preferred) Advanced proficiency in Excel for tracking, reconciliation, and reporting High level of accuracy and attention to detail, especially with pricing and order execution Ability to manage multiple priorities and shifting demands in a fast-paced setting Clear, confident communication style with internal teams and external customers Strong sense of ownership and follow-through Comfortable operating independently while being a collaborative team partner Experience supporting custom products, configurable orders, or artwork approvals is a plus What Sets This Role Apart?
Senior-level ownership without people management Direct visibility to Customer Service leadership and Sales A trusted position supporting the company’s most important customer relationships Meaningful influence over execution, outcomes, and process improvement A close-knit team environment where experience and judgment are valued Who Will Succeed Here?
This role is well-suited for someone who has outgrown reactive customer service and wants to apply their experience in a more strategic, operationally focused way. If you’re known for keeping complex accounts on track, anticipating issues before they arise, and taking pride in execution excellence, this role will be a strong fit.
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