Key Accounts Specialist

Job Overview
The Key Account Parts Specialist is responsible for supporting high-volume customer accounts through accurate order processing, parts sourcing, fulfillment coordination, quoting support, and proactive customer communication. This role serves as a critical point of contact for key customers and requires exceptional attention to detail, urgency, organization, and professionalism in a fast-paced environment.

The Key Account Parts Specialist must be able to manage multiple priorities simultaneously while ensuring accuracy, timely follow-up, and strong customer service. This position regularly coordinates with internal departments, vendors, branch locations, purchasing, and operations teams to ensure customer needs are met efficiently and accurately.

This is a time-sensitive role supporting high-demand customer accounts with strict response expectations and frequent follow-up requirements.

Responsibilities and Duties

Order Management and Processing:

Responsible for receiving and processing customer orders through purchase orders, emails, and other communication channels. Ensures all orders are accurate, complete, and aligned with fulfillment requirements by clarifying any missing or unclear details. Supports pricing coordination and prepares quotes based on customer location and fulfillment source.

Fulfillment Coordination and Inventory Support:

Coordinates order fulfillment across multiple branches, warehouses, and dealer networks to meet customer expectations. Sources parts and identifies alternative solutions when inventory is unavailable or partially available. Collaborates with purchasing, operations, and accounting teams to ensure seamless order execution.

Customer Communication and Service:

Maintains proactive communication with customers regarding order status, availability, lead times, pricing, and fulfillment updates. Responds to inquiries and follow-up requests in a timely and professional manner while upholding strong customer service standards, even in high-pressure situations.

Order Tracking, Prioritization, and Issue Resolution:

Monitors open orders to ensure timely processing and communicates tracking information appropriately. Prioritizes workload based on urgency, customer expectations, and time zone considerations. Addresses and resolves issues proactively, escalating critical concerns when necessary.

Documentation, Continuous Improvement, and Support:

Maintains detailed customer records and documentation to improve efficiency and reduce errors. Continuously builds product knowledge and industry familiarity through hands-on experience and training. Provides additional administrative and operational support as needed.

Qualifications

High school diploma or equivalent required

Previous customer service, parts, logistics, order management, or account support experience preferred

Experience in transportation, fleet, trailer, trucking, or heavy‑duty parts industries preferred

Strong attention to detail and organizational skills

Ability to multitask and manage competing priorities in a fast‑paced environment

Strong written and verbal communication skills

Ability to think critically and problem‑solve under pressure

Ability to work independently while maintaining strong team collaboration

Professional and courteous communication skills

Strong time management and follow‑up abilities

Proficiency with Microsoft Office programs including Outlook, Word, and Excel

Ability to learn inventory systems, order platforms, and internal processes

Ability to operate standard office equipment

Knowledge, Skills and Abilities

Excellent customer service and relationship management skills

Ability to manage high‑volume communication and follow‑up expectations

Ability to coordinate multiple moving parts simultaneously with accuracy

Strong sense of urgency and accountability

Ability to research, source, and identify solutions quickly

Ability to remain calm and professional in stressful situations

Strong documentation and information retention skills

Ability to adapt quickly to changing customer demands and priorities

Ability to communicate clearly and confidently with customers, vendors, and internal teams

Physical Requirements

Prolonged periods of sitting and working at a computer

Frequent use of hands and fingers for typing, data entry, and operation of office equipment

Ability to communicate effectively verbally and in writing

Ability to occasionally stand, walk, bend, reach, or lift office materials and small packages up to 15 pounds

Ability to maintain focus and attention to detail for extended periods in a fast‑paced environment

Ability to manage frequent interruptions while maintaining accuracy and professionalism

May occasionally visit warehouse, parts, or shop areas for training and product familiarization purposes

Benefits

Medical insurance (three plan offerings to fit your needs)

Participate in HTI’s Wellness Discount to save on monthly medical contributions

Free virtual medical and behavioral healthcare through Teladoc

Dental and vision insurance

Safe Harbor 401k plan with company match

Company‑paid life and long‑term disability insurance

Industry‑standard paid‑time‑off and paid holidays

Parental and bereavement leave

Employee Assistance Program

Rewards and recognition program

Equal Opportunity Employer
HTI is an Equal Opportunity Employer and makes employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, or transgender status), national origin, age, disability, genetic information, or any other status protected by applicable law.

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