Key Accounts Lead

Reports to: Sales Manager

Status: Non-Exempt/Hourly

Work Schedule: Office hours are 8-5, Monday to Friday, Travel days, (45-50+ hrs weekly)

Purpose of Position:

The Key Accounts Lead will serve as a vital bridge between our company and key customers, building and nurturing meaningful relationships by providing exceptional service and tailored solutions. This role ensures mutual growth while aligning with our mission to honor God through integrity, excellence, and care in every interaction.

Essential Skills: 

• Clearly and effectively conveys information, both verbally and in writing.
• Leads, inspires, and guides others toward common goals. 
• Understands and meets the needs of customers, providing support and service.
• Manages multiple tasks or projects simultaneously.
• Performs tasks with precision and attention to detail.

Essential Characteristics:

• Maintains high standards of conduct and performance.
• Shows assurance in their abilities and decisions.
• Generates new ideas and solutions.
• Makes decisions based on experience and insight. 
• Handles emotions and stress effectively.

Job Responsibilities: 

Key Customer Relationships & Retention

• Serve as the primary point of contact for assigned key distributors and retailers, with a strong focus on retaining and deepening existing relationships. 
• Build long-term, trust-based partnerships that result in commitment and mutual success. 
• Proactively address customer concerns, provide thoughtful solutions, and ensure a high level of customer care and satisfaction. 
• Maintain consistent communication through in-person visits, phone, and email; travel regularly to strengthen relationships.  
• Keep accurate, detailed records of interactions and meetings within the CRM. 
• Partner with leadership to thoughtfully coordinate which senior leaders engage with key accounts at the right moments to strengthen relationships. 

Strategic Account Growth

• Identify and pursue opportunities to expand product offerings within existing accounts. 
• Engage new strategic prospects with a relational approach that leads to long-term partnerships. 
• Negotiate agreements that align with Westfield’s mission, long-term vision, and customer needs. 

Performance Monitoring & Insight

• Track, analyze, and report on key account performance metrics. 
• Develop accurate annual sales projections and volume forecasts. 
• Evaluate customer feedback and market trends to recommend meaningful improvements and enhancements. 

Customer Care Excellence

• Model and reinforce a customer care approach that reflects the Weaver family values. 
• Lead in practical, tangible ways to serve customers with excellence, strengthening loyalty and trust. 

Travel & Representation

• Represent Westfield Egg Farm at industry events, food shows, and expos. 
• Maintain a consistent presence with key customers, including at least one day per week in the field. 

Communication

• Participate in meetings and provide reporting that supports organizational clarity and growth. 

Leadership & Team Development

• Serve as a cultural anchor for the team, helping reinforce a healthy, values-driven environment. 
• Provide clarity on priorities, monitor performance, and support team development. 
• Contribute to a culture that prioritizes principles over policy, while upholding standards and expectations. 

Additional Responsibilities

• Perform other duties as assigned.

• Complete support of and willing adherence to the mission and core values of Westfield Egg Farm
• Consistently demonstrates the Weaver family customer care model in daily work
• Willingness and ability to travel as needed
• Ability to read and write in English
• Capable of understanding and interpreting standard operating procedure (SOP) manuals
• Able to prepare routine reports and written correspondence.

Preferred:

• A college or university degree
• At least 5 years of customer care experience
• Familiarity with the egg or perishable goods industry, or a willingness to learn
• Background in distribution, retail, or the food industry

Personal Attributes:

At times, the Key Accounts Lead will be privileged to information that should not be shared. The incumbent must maintain strict confidentiality in performing the duties of the Key Accounts Lead. The incumbent must also demonstrate the following personal attributes:

• Be honest and trustworthy
• Be respectful & Humble
• Demonstrate cultural awareness and sensitivity across a variety of cultures 
• Demonstrate sound work ethic
• Understanding and respect of the conservative culture since majority of our farmers are Amish/ Mennonite.

Physical Requirements/Environmental Conditions:

The Key Accounts Lead will spend extended hours sitting, using office equipment, and occasionally lifting supplies. The role involves managing multiple projects, frequent interruptions, and a busy, sometimes noisy environment, requiring strong organizational and stress management skills. Significant time will also be spent driving and collaborating with field sales team members.