Sr key account customer service associate

Provides customer service support for assigned key accounts by resolving routine to moderately complex inquiries, processing requests, and coordinating follow-up within established guidelines and procedures. Owns assigned customer cases from initial contact through resolution, using in-depth knowledge of service processes, order handling, and account requirements to deliver accurate and timely support. Works independently with limited oversight, collaborates with internal teams to address customer needs, and escalates issues outside established authority. May suggest small process improvements to improve service quality, accuracy, and responsiveness for the team.

Job Duties

• Responds to customer inquiries from assigned key accounts regarding orders, status updates, product information, returns, and service requests within established procedures.
• Researches and resolves moderately complex account issues by gathering information from internal systems and coordinating with appropriate internal teams.
• Processes customer requests accurately and follows required steps for documentation, escalation, and case closure.
• Owns assigned customer cases end to end, providing timely updates and ensuring follow-through until resolution or escalation.
• Maintains accurate records of customer interactions, order details, and issue resolution in company systems.
• Identifies recurring service issues and suggests small process improvements to support efficiency and customer satisfaction.
• Supports new or less experienced team members by sharing process knowledge and answering routine questions as needed.
• Escalates unresolved, sensitive, or policy-related issues to the appropriate contact in accordance with established guidelines.

You Must Have

• 2-4 years of customer service, customer support, or account support experience.
• Experience handling customer inquiries and resolving issues within defined procedures and service standards.
• Experience using business systems to document cases, track requests, and maintain accurate records.
• Ability to work independently on assigned work while knowing when to escalate issues outside scope.
• Strong communication skills for working with customers and internal teams.

We Value

• Experience supporting key accounts, high-volume customer requests, or customer service in a structured environment.
• Experience coordinating with multiple internal functions to resolve customer issues.
• Experience identifying small process improvements to support service quality or efficiency.
• Experience mentoring or assisting team members with routine questions or process steps.

Competencies & Skills

• Customer service and account support
• Process knowledge and procedural compliance
• Problem solving within established guidelines
• Clear written and verbal communication
• Attention to detail and accuracy
• Case management and follow-through
• Cross-functional coordination
• Team support and knowledge sharing

ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com.