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About the Role

The Customer Account Specialist I will develop and maintain productive client relationships on behalf of the business, ensuring total client satisfaction. This role acts as a dedicated advocate, guiding clients through every interaction, meeting submission requirements, and ensuring quality assurance from sample processing to test report distribution. Key responsibilities include problem resolution to ensure client satisfaction, improving client relations, and generating repeat business.

Responsibilities

Develop and maintain productive client relationships through professional service and effective communication.
Support Back Office with administrative assistance by identifying and resolving submission issues.
Ensure Test Request Form data is entered into systems accurately.
Provide program training and feedback where needed.
Run reports utilizing BV systems for data mining, previous submission analysis, and program summaries.
Process paperwork for all facets of submissions, including revisions, invoice credits, quotations, and sample returns.
Interact with Operations Managers and Supervisors daily to develop process for 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.
Document client communication and provide it to process sample submissions through the lab.
Monitor on hold / and 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 for engagement.
Address and resolve disputes for the client.
Support service delivery/business development and local operations by building rapport with clients.
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 against other clients.
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 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 the 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 by CPS Division Quality.
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.

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 in lieu of degree.

Skills

Leadership and motivational ability
Proactive in anticipating and dealing with opportunities and problems
Client interaction skills
Problem solving skills
Ability to organize and prioritize daily activities and workload
Effective oral and written communications skills
Ability to deliver presentations
Strong skills as a team leader
Ability to work well with peers

Location

Buffalo, NY

Work Type

Full-time

Experience Level

2 years of related experience

Education Level

High school degree or GED equivalent

Salary/Compensations

$20 - $21 an hour

About the Company

Bureau Veritas Consumer Products Services (BVCPS) operates within the Consumer Products Services division.