About Us
Robert Kaufman is a trusted name in the textile industry, proudly serving the creative community for over 80 years. As the company behind Kona® Cotton—one of the most recognized cotton solids in the world, we’re committed to delivering high-quality fabrics that inspire makers, quilters, and crafters everywhere. We exist to supply creatives with the fabric their heart desires, and we’re looking for like-minded sales professionals who share that passion. Position Summary
Remote (US only) The Key Account Manager serves as the primary operational owner for the company’s most strategic and high-volume retail accounts, managing relationships and end-to-end order execution from order entry through final delivery. This is an individual contributor role focused on operational ownership and service delivery; it does not carry sales or revenue quota responsibility. The position partners closely with production, purchasing, transportation/logistics, and finance to proactively resolve issues, protect service levels, and support a high-performing customer supply chain. Key Responsibilities
Key Account Ownership & Relationship Management Serve as the primary operational point of contact for assigned key retail accounts, building strong working relationships and deep understanding of customer requirements. Own the full order lifecycle for key accounts, from order receipt through shipment completion. Ensure all customer requirements are captured accurately (quantities, ship dates, specifications, routing, labeling, and documentation). Proactively monitor open orders and communicate risks, changes, and resolutions to customers and internal stakeholders. Represent the voice of the customer internally and advocate for timely resolution of issues. Order Processing & Fulfillment Coordination Review, process, and validate orders for accuracy, completeness, and compliance with internal processes. Track order status, backorders, partial shipments, and delivery schedules. Coordinate drop shipments and provide proactive shipment updates and tracking information. Partner with transportation/logistics teams to align shipping methods, timelines, and delivery execution. Cross-Functional Issue Resolution Partner with purchasing and internal stakeholders on PO status, shortages, substitutions, and cancellations. Support prepayment requirements and order release processes. Lead resolution of delivery issues including receiving concerns, damaged product, and shipment discrepancies. Escalate complex issues as needed and drive them to resolution. Performance Support & Continuous Improvement Maintain order logs and contribute to reporting for key account performance and service metrics. Support forecasting and account planning through analysis of order trends and customer demand patterns. Identify recurring issues and recommend process improvements to increase order accuracy, turnaround time, and service levels. Share best practices and serve as a resource to junior team members. Qualifications
Required: 4+ years of experience in order management, customer operations, account support, or supply chain/manufacturing operations. Experience supporting high-volume or high-priority customer accounts. Strong organizational and time-management skills with ability to manage competing priorities. Excellent written and verbal communication skills, including customer-facing communication. Proven problem-solving skills and ability to work effectively in a fast-paced environment. Preferred: Experience working with ERP/order management systems. Familiarity with manufacturing environments, purchasing workflows, and freight/logistics coordination. Experience serving as a primary operational point of contact for strategic or retail accounts. Experience contributing to process improvement or service-level initiatives. Core Skills
Key account operational ownership Relationship and stakeholder management Cross-functional coordination Issue resolution and escalation management Organization, attention to detail, and follow-through Professional customer communication
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Robert Kaufman is a trusted name in the textile industry, proudly serving the creative community for over 80 years. As the company behind Kona® Cotton—one of the most recognized cotton solids in the world, we’re committed to delivering high-quality fabrics that inspire makers, quilters, and crafters everywhere. We exist to supply creatives with the fabric their heart desires, and we’re looking for like-minded sales professionals who share that passion. Position Summary
Remote (US only) The Key Account Manager serves as the primary operational owner for the company’s most strategic and high-volume retail accounts, managing relationships and end-to-end order execution from order entry through final delivery. This is an individual contributor role focused on operational ownership and service delivery; it does not carry sales or revenue quota responsibility. The position partners closely with production, purchasing, transportation/logistics, and finance to proactively resolve issues, protect service levels, and support a high-performing customer supply chain. Key Responsibilities
Key Account Ownership & Relationship Management Serve as the primary operational point of contact for assigned key retail accounts, building strong working relationships and deep understanding of customer requirements. Own the full order lifecycle for key accounts, from order receipt through shipment completion. Ensure all customer requirements are captured accurately (quantities, ship dates, specifications, routing, labeling, and documentation). Proactively monitor open orders and communicate risks, changes, and resolutions to customers and internal stakeholders. Represent the voice of the customer internally and advocate for timely resolution of issues. Order Processing & Fulfillment Coordination Review, process, and validate orders for accuracy, completeness, and compliance with internal processes. Track order status, backorders, partial shipments, and delivery schedules. Coordinate drop shipments and provide proactive shipment updates and tracking information. Partner with transportation/logistics teams to align shipping methods, timelines, and delivery execution. Cross-Functional Issue Resolution Partner with purchasing and internal stakeholders on PO status, shortages, substitutions, and cancellations. Support prepayment requirements and order release processes. Lead resolution of delivery issues including receiving concerns, damaged product, and shipment discrepancies. Escalate complex issues as needed and drive them to resolution. Performance Support & Continuous Improvement Maintain order logs and contribute to reporting for key account performance and service metrics. Support forecasting and account planning through analysis of order trends and customer demand patterns. Identify recurring issues and recommend process improvements to increase order accuracy, turnaround time, and service levels. Share best practices and serve as a resource to junior team members. Qualifications
Required: 4+ years of experience in order management, customer operations, account support, or supply chain/manufacturing operations. Experience supporting high-volume or high-priority customer accounts. Strong organizational and time-management skills with ability to manage competing priorities. Excellent written and verbal communication skills, including customer-facing communication. Proven problem-solving skills and ability to work effectively in a fast-paced environment. Preferred: Experience working with ERP/order management systems. Familiarity with manufacturing environments, purchasing workflows, and freight/logistics coordination. Experience serving as a primary operational point of contact for strategic or retail accounts. Experience contributing to process improvement or service-level initiatives. Core Skills
Key account operational ownership Relationship and stakeholder management Cross-functional coordination Issue resolution and escalation management Organization, attention to detail, and follow-through Professional customer communication
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