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About the Role

The Customer Account Specialist II will develop and maintain productive client relationships, acting as a dedicated advocate to ensure total client satisfaction. This role involves meeting client and vendor submission requirements, managing the process from sample submission to test report distribution, and resolving client issues to improve relations and generate 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, Monthly Client submissions, and program summaries.
• Process paperwork for all facets of submissions, including revisions, invoice credits, quotations, sample returns, revised Test Request Forms, Test Sample Receipts, updated submission packets, and labels.
• Interact with Operations Managers and Supervisors daily to develop processes 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.
• Ensure communication with clients is documented and provided 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.
• Make educated decisions on resolution based on engagement with relevant teams.
• Communicate directly with labs, technical staff, business development/service delivery staff, and collections staff regarding follow-up on client requests.
• Take needed steps to address and resolve disputes for the client.
• Support service delivery/business development and local operations by building rapport with clients through participation in client meetings, site/lab tours, and preparing 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 the review of client health.
• Analyze data comparisons to standardize and improve the efficiency and effectiveness of client programs with continual improvement.
• 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 the implementation and maintenance of the department quality system.
• Monitor and analyze client performance, highlighting areas for improvement to increase efficiency and effectiveness.
• Lead client outreach initiatives to further develop client relationships and recommendations for continuous service improvement.
• Follow the 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.
• 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.
• 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.

Skills

• Leadership and motivational ability
• Proactive in anticipating and dealing with opportunities and problems
• Client interaction skills
• Problem solving skills
• Ability to lead groups of diverse people 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

• Typically, Monday through Friday, 40 per week.
• Must be flexible to meet the needs of the department and complete other projects as assigned.

Experience Level

• 2 years of related experience

Education Level

• High school degree or GED equivalent

Salary/Compensations

• $20-$23 an hour

About the Company

• Bureau Veritas Consumer Products Services (BVCPS)