The Strategic Account Representative – Level 3 is responsible for managing the organization’s most complex, high-risk, and high-value GMP-regulated Life Sciences accounts, including pharmaceutical, biotech, and advanced therapy customers. This role serves as a senior customer-facing leader and trusted advisor, ensuring service delivery meets regulatory, quality, and patient-safety expectations while balancing operational realities and commercial objectives.
This position requires expert-level knowledge of GMP/GDP logistics, strong cross-functional leadership, and the ability to influence outcomes in highly regulated, fast-paced environments where service failures carry significant compliance and patient impact risk.
Key Outcomes Expected
- Own end-to-end relationships for high-profile GMP Life Sciences customers, serving as the primary escalation and governance contact.
- Act as a trusted advisor to customer leadership, aligning operational execution with regulatory and quality expectations.
- Proactively identify risks to product integrity, chain-of-custody, temperature control, and regulatory compliance, and drive mitigation strategies.
- Support customer retention through proactive service management and continuous improvement.
Advanced Operation
- Lead cross-functional resolution of non-routine, escalated, or compliance-driven issues, partnering with Warehouse Operations, Quality, Transportation, IT, and Leadership.
- Influence service design, SLA development, and recovery strategies to ensure compliance with GMP, GDP, and customer quality agreements.
- Drive systemic improvements to prevent repeat deviations and service failures.
- Demonstrate advanced knowledge of GMP/GDP warehousing and distribution requirements, including documentation, validation, and audit standards.
- Ensure strict adherence to chain-of-custody, temperature excursion management, and controlled substance handling, where applicable
- Serve as a subject matter expert during customer audits, regulatory inspections, investigations, and CAPA development.
- Partner closely with Quality to ensure alignment with SOPs, quality agreements, and change control processes.
Executive-Level Reporting & Communication
- Lead high-impact Quarterly Business Reviews (QBRs) and performance discussions with customer leadership.
- Translate complex operational, quality, and compliance data into clear, actionable insights.
- Confidently communicate service risks, trends, and improvement plans to both internal and external executives.
Client Enablement & Growth Support
- Resolve complex claims, deviations, and systemic service issues with a focus on patient safety and regulatory compliance.
- Educate customers on advanced system capabilities, validated processes, and scalable GMP-compliant solutions.
- Identify opportunities to deepen partnerships through enhanced service models, operational efficiencies, and compliance-driven value creation.
- Identify potential compliance risks and escalate appropriately through quality channels
Critical Skills and Knowledge
- Advanced expertise in WMS, TMS, and ERP systems (SAP / S/4HANA preferred)
- Deep understanding of regulated Life Sciences logistics and warehouse environments
- Strong working knowledge of GMP, GDP, quality systems and audit readiness
- Exceptional communication, influence and executive presence
- Proven ability to manage ambiguity, risk, and high-stakes customer scenarios
- Recognized for sound judgment, professionalism, and strong customer advocacy
Education and Experience
- Bachelor’s degree in Business, Sales/Marketing or related field is preferred
- A minimum of 8-10+ years of customer service
Work Environment: Combination of warehouse, cold-chain storage, and office environments. Exposure to temperature-controlled areas and powered industrial equipment. Occasional travel to customer sites as needed
Disclaimer: This job description is not intended to be all-inclusive. This position may be required to perform other related duties assigned to meet the ongoing needs of the organization. Langham reserves the right to modify job responsibilities and expectations as business demands evolve.
Skills Required
- Bachelor's degree in Business, Sales, Marketing, or a related field
- 8-10+ years of customer service experience
- Advanced expertise in WMS, TMS, and ERP systems
- SAP or S/4HANA experience
- Deep understanding of regulated Life Sciences logistics and warehouse environments
- Strong working knowledge of GMP, GDP, quality systems, and audit readiness
- Exceptional communication, influence, and executive presence
- Ability to manage ambiguity, risk, and high-stakes customer scenarios
- Sound judgment, professionalism, and strong customer advocacy
What We Do
Langham Logistics partners with forward-thinking companies to provide comprehensive supply chain management solutions that save time and money. We don’t rely on off-the-shelf solutions; rather we utilize our proven processes and systems and tailor them to meet the exact needs of our clients’ company, industry, and business objectives. Our consultative approach goes beyond transactional activities, and instead focuses on proactive solutions that help reduce costs, better utilize assets, and provide visibility—both in the short term and over time. Our multidisciplinary team of experts is empowered to always work in the best interest of our clients, using best-in-class logistics technology, tactical operations support, accurate data collection, and a centralized communication hub. In addition, Langham provides added value through solid execution piece processing capabilities in freight management, domestic and international transportation, logistics, warehousing and fulfillment.
