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About the Role

The Customer Account Specialist II will develop and maintain productive client relationships, ensuring total client satisfaction. This role acts as a dedicated advocate, guiding clients through every interaction, meeting submission requirements, and resolving issues to foster repeat business.

Responsibilities

• Develop and maintain productive client relationships through professional service and effective communication.
• Support Back Office with administrative assistance, identifying and resolving submission issues.
• Ensure Test Request Form data is entered accurately into systems.
• Provide program training and feedback where needed.
• Run reports utilizing BV systems for data mining, analysis, and summaries.
• Process paperwork for all facets of submissions, including revisions, invoice credits, quotations, and sample returns.
• Organize discussions with Operations Managers and Supervisors to develop process adherence to standards and quality.
• Ensure day-to-day client requests, submissions, problems, issues, and complaints are handled efficiently and professionally.
• Ensure accurate and complete delivery of services within defined turnaround times.
• Interact with technical staff to provide submission information to clients.
• Present results to clients verbally as necessary.
• Ensure communication with clients is documented and provided to process sample submissions through the lab.
• Monitor on hold / active CS follow up (ACSF) submissions and ensure timely follow-up.
• Communicate administrative changes to client requirements to internal and Back Office staff.
• Communicate significant client issues that do not meet expectations to Operations and Business Development/Service Delivery teams.
• Make educated decisions on resolution based on engagement with relevant teams.
• Communicate with labs, technical staff, business development/service delivery staff, and collections staff regarding client requests.
• Take needed steps to address and resolve disputes for the client.
• Build rapport with clients through participation in client meetings, site/lab tours, and preparation of customer presentations.
• Work with service delivery/business development and Buffalo Operations to ensure customer visit expectations are met.
• Identify and communicate any risk or opportunities based on client health review.
• Analyze data comparisons to standardize and improve the efficiency and effectiveness of client programs.
• Utilize knowledge of client non-technical program requirements to benchmark programs.
• Work with the department Supervisor/Manager regarding departmental systems, processes, and recommendations for improvements.
• Adhere to the requirements of the BVCPS Quality System and assist with its implementation and maintenance.
• Monitor and analyze client performance, highlighting areas for improvement.
• Lead client outreach initiatives to further develop client relationships and recommendations for continuous service improvement.
• Follow guidelines set forth in Bureau Veritas Consumer Products Services, Inc Quality, Health, Safety, Security and Environmental policies and procedures.
• Comply with Bureau Veritas Consumer Products Services, Inc management systems in accordance with ISO 17025, ISO 9001, ISO 14001, ISO 45001.
• Other duties assigned by Supervisor/Manager.
• Ensure all work is done according to standards, errors are addressed through formal Corrective Action Requests, and all policies and procedures are adhered to.
• Support quality and audit initiatives as directed and scheduled by CPS Division Quality.
• Ensure compliance with ISO 17025 Laboratory Accreditation and ISO 9001:2000 Quality System.
• Implement quality revisions and systems and procedures as agreed to with CPS Quality.
• Monitor test reports on a continual basis, ensuring accuracy, completeness, and compliance with Client Program specifications.
• Other duties as assigned by Supervisor/Manager.

Requirements

• High school degree or GED equivalent.
• 2 years of related experience.
• Business to Business experience preferred.
• An equivalent combination of education and experience may be accepted.

Skills

• Leadership and motivational ability.
• Proactive in anticipating and dealing with opportunities and problems.
• Demonstrated ability to work with customers, determine their requirements, maintain new business, foster relationships, define and assist in solving problems, and ensure their total satisfaction.
• Problem solving skills, including the ability to lead groups through a problem-solving process.
• Ability to organize and prioritize daily activities and workload in an ever evolving, resource constrained environment.
• Effective oral and written communications skills.
• Ability to deliver presentations to in-house and client/vendor audiences.
• Strong skills as a team leader.
• Ability to work well with peers.

Location

• Buffalo

Work Type

• Full-time

Experience Level

• 2 years of related experience

Education Level

• High school degree or GED equivalent

Salary/Compensations

• $20-$23 an hour

About the Company

• Business Title: Customer Account Specialist II
• Position Title: Specialist II
• Division: Consumer Products Services
• Entity: Consumer Products Services
• Reports to: Support Services Supervisor
• FLSA: Non-Exempt
• Hours Worked: Typically, Monday through Friday, 40 per week. Must be flexible to meet the needs of the department and complete other projects as assigned.