Key Accounts Specialist
Description
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
About HTI
Hinton Transportation Investments (HTI) was founded in 1972 by the Hinton Family with the purpose of delivering the hardest heavy-duty solutions, together. We are a leader in the heavy-duty transportation industry with over 35+ locations in North America. HTI has grown over the years through its five divisions: New Life Transport Parts Center, Road Equipment Parts Center, Pace Transportation Services (2012), Martec International (2019), and US Trailer Parts and Supply (2023). Our core values are a true representation of our culture; passion, hands-on, simplify, consistency, humility, willpower and glad to be here. We seek to deliver long-term sustainable solutions for all interested parties – customers, employees, supplier partners and owners.
Martec International
With six locations in the United States, Martec sets the standard for the supply of intermodal and seaport replacement parts by building strong partnerships with all US-based chassis IEP’S, steamship lines, railroads, and their equipment repair vendor networks. Martec emphasizes strong industry partnerships and a customer-focused approach, working closely with manufacturers and service providers to deliver high-quality products at competitive prices.
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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