Customer Account Specialist II

Division: Consumer Products Services | Entity: Consumer Products Services | Reports to: Support Services Supervisor | FLSA: Non-Exempt | Location: Buffalo

About the role

The Customer Account Specialist II will develop and maintain productive client relationships on behalf of the business, ensuring total client satisfaction for all aspects of assigned customer service. As a dedicated advocate to clients, this role acts as their guide in every interaction with the business, meeting client and vendor submission requirements, quality assurance needs, and submission processing from sample intake through test report development and distribution. The role focuses on problem resolution for client issues to ensure complete satisfaction, improve client relations, and secure repeat business.

Responsibilities

• Develop and maintain productive client relationships through professional service and effective communication with BVCPS clients.
• Support Back Office with administrative assistance by identifying and resolving submission issues, ensuring Test Request Form data is entered accurately, and providing program training and feedback.
• Run reports using BV systems for data mining, 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 daily with Operations Managers and Supervisors to develop processes for adherence to standards and quality in accordance with internal Bureau Veritas requirements.
• Handle day-to-day client requests, submissions, problems, issues, and complaints efficiently and professionally.
• Ensure accurate and complete delivery of services within defined turnaround times, including addressing sample process questions and follow-ups.
• Interact with technical staff to provide submission information to clients and present results verbally as needed.
• Document client communications and provide information to process sample submissions through the lab.
• Monitor on-hold and active CS follow-up (ACSF) submissions to ensure timely follow-up.
• Communicate administrative changes to client requirements (e.g., manuals, PAID, general procedures) to internal and Back Office staff.
• Escalate significant client issues to Operations, Business Development, or Service Delivery teams for resolution.
• Communicate with labs, technical staff, business development, service delivery, and collections staff to address and resolve client disputes.
• Support service delivery and business development by building client rapport through meetings, site/lab tours, and customer presentations.
• Work with service delivery, business development, and Buffalo Operations to meet customer visit expectations.
• Identify and communicate risks or opportunities based on client health reviews.
• Analyze data to standardize and improve the efficiency and effectiveness of client programs.
• Benchmark client programs against others using knowledge of non-technical program requirements.
• Collaborate with the department Supervisor/Manager on systems, processes, and recommendations for improvements.
• Adhere to BVCPS Quality System requirements and assist with implementation and maintenance of the department quality system.
• Monitor and analyze client performance metrics (e.g., TET, TAT, Hold/ACSF status) and highlight areas for improvement.
• Lead client outreach initiatives to further develop relationships and recommend continuous service improvements.
• Comply with Bureau Veritas Consumer Products Services, Inc. policies and procedures, including ISO 17025, ISO 9001, ISO 14001, and ISO 45001 standards.
• Perform other duties as assigned by Supervisor/Manager.

Quality Assurance

• Ensure all work adheres to standards, address errors through formal Corrective Action Requests, and follow policies and procedures outlined in the “Consumer Products Division Quality Manual.”
• Support quality and audit initiatives as directed, ensuring compliance with ISO 17025 Laboratory Accreditation and ISO 9001:2000 Quality System.
• Implement quality revisions, systems, and procedures as agreed upon with CPS Quality.
• Monitor test reports continually to ensure accuracy, completeness, and compliance with Client Program specifications.
• Perform other duties as assigned by Supervisor/Manager.

Skills

• Leadership and motivational ability, with a proactive approach to anticipating and addressing opportunities and problems.
• Strong client interaction skills, including the ability to determine client requirements, foster relationships, define and solve problems, and ensure satisfaction.
• Problem-solving skills, including the ability to lead diverse groups through a problem-solving process.
• Ability to organize and prioritize daily activities and workload in a dynamic, resource-constrained environment.
• Effective oral and written communication skills, including delivering presentations to in-house and client/vendor audiences.
• Strong team leadership and peer collaboration skills.

Qualifications

• 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 the above.

Pay

$20 - $23 an hour (actual compensation may vary based on factors such as location, education, experience, and skillset).

Schedule

Typically, Monday through Friday, 40 hours per week. Must be flexible to meet departmental needs and complete other projects as assigned.