Key Account Specialist

Location: Las Vegas (Hybrid) or Pittsburgh (Hybrid)
Reports To: President

Salary Range: $45,000-$55,000

Position Summary

The Large Order Key Account Specialist manages business-to-business and high-volume custom orders from initial inquiry through delivery and post-order support. As the customer’s primary contact, this role recommends products and decoration methods, prepares quotes, coordinates artwork, verifies payment, and works with internal teams to complete orders accurately and on time.

This position combines sales, account management, customer service, and production coordination. It requires strong communication, attention to detail, and the ability to manage multiple customers, orders, and deadlines simultaneously.

Key Responsibilities

Sales and Account Management

• Respond promptly and professionally to customer inquiries.
• Identify customer requirements, including products, quantities, sizes, colors, artwork, print locations, budget, shipping destination, and delivery deadlines.
• Recommend products and decoration methods that meet customer needs and production capabilities.
• Follow up on leads and open quotes to convert inquiries into orders.
• Build relationships with new and existing customers to encourage repeat business.
• Maintain accurate customer, opportunity, and order records in the designated planning or sales tools.
• Keep management informed of significant opportunities, customer concerns, and potential order risks.

Quotes and Pricing

• Prepare accurate quotes that account for products, quantities, decoration methods, artwork requirements, shipping, and other applicable costs.
• Apply approved pricing and margin guidelines.
• Obtain management approval for pricing exceptions or special arrangements.
• Update quotes when customer requirements change.
• Clearly communicate pricing, payment terms, delivery expectations, and order conditions.

Artwork and Mockups

• Review customer artwork for print readiness, including file format, resolution, dimensions, colors, placement, and background transparency.
• Prepare or coordinate mockups showing artwork on selected products.
• Prepare production files within the role’s capabilities and coordinate additional artwork support when necessary.
• Communicate artwork limitations and required corrections to customers.
• Coordinate decoration-specific artwork requirements and obtain required customer approvals before production.

Order and Production Coordination

• Confirm order details, including products, colors, quantities, sizes, artwork, print locations, shipping addresses, and delivery requirements.
• Enter and review orders for accuracy and completeness.
• Coordinate with Production, Purchasing, Customer Service, and other internal teams.
• Monitor orders through production, shipment, and delivery, with particular attention to time-sensitive orders.
• Coordinate approved specialty or outsourced production when needed.

Invoicing and Payment

• Prepare or coordinate customer invoices and explain payment requirements.
• Verify required payment before releasing customized orders to production, in accordance with company policy.
• Assist customers with approved payment methods.
• Follow up on outstanding invoices and coordinate payment verification with Accounting or Finance.

Qualifications and Skills

• Strong written and verbal communication skills.
• Excellent customer service, sales, and relationship-building skills.
• Strong attention to detail, organization, and follow-through.
• Ability to manage multiple orders and shift priorities while meeting deadlines.
• Ability to work independently, exercise sound judgment, and escalate issues appropriately.
• Knowledge of pricing, margins, invoices, and order calculations.
• Working knowledge of Microsoft Excel, Outlook, Teams
• Basic understanding of artwork formats, including PNG, JPG, PDF, AI, EPS, and SVG, and their suitability for production.
• Strong problem-solving skills and the ability to collaborate across departments.

Preferred Experience

• Experience in business-to-business sales, account management, or customer service.
• Experience with custom apparel, printing, promotional products, or print-on-demand operations.
• Experience using Adobe Photoshop or similar graphics software.
• Experience coordinating orders from inquiry through fulfillment.

Additional Duties

This job description outlines the primary responsibilities of the position. Other duties consistent with the role may be assigned as business.