Customer Account Specialist II

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

Location: Buffalo

Hours Worked: Typically, Monday through Friday, 40 per week.

However, must be flexible to meet the needs of the department and complete other projects as assigned.

Position Summary

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. Dedicated advocate to

client, acting as their guide in every interaction with the business. Meeting client and vendor submission

requirements, quality assurance needs, and submission processing from the sample process through test report

development and distribution. Problem resolution for any client issues with the aim of ensuring complete client

satisfaction, improving client relations, ensuring venture outreach to secure business and generate repeat sales.

Duties And Responsibilities

It is everyone’s responsibility to live out our Values and Absolutes by

Shaping a World of Trust while ensuring responsible progress.

Major Roles & 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 into systems accurately and providing program training and

feedback where needed.

 Running reports utilizing BV systems for data mining, previous submission analysis, Monthly Client

submissions, program summaries, etc.

 Process paperwork for all facets of submissions; including, but not limited to revisions and invoice

credits, quotations, sample returns, revised Test Request Forms, Test Sample Receipts, updated

submission packets and labels.

 Interact with Operations Managers and Supervisors daily. Organize on-going discussions to develop

process for adherence to standards and quality in accordance with internal Bureau Veritas

requirements.

 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, including

sample process questions and follow-up.

 Interact with technical staff to provide submission information to our clients.

 Present results to clients verbally as necessary (pass results only)

 Ensure communication with clients is documented and provided to process sample submissions

through lab.

 Monitor on hold / and active CS follow up (ACSF) submissions and ensure that they are followed up on

a timely manner.

 Communicate with internal and Back Office staff on administrative changes to client requirements (i.e.

manuals, PAID, general procedures, etc.)

 Communicate significant client issues that do not meet expectations to Operations, Business

Development/Service Delivery team for engagement. Make educated decisions on resolution based on

this engagement.

 Communicates directly with labs, technical staff, business development/service delivery staff, and

collections staff relating to follow-up on client requests. Takes 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 prepare 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 review of the health of the client.

 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 including, but not limited to TET, TAT and Hold/ACSF status

and highlight 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.

 Other duties assigned by Supervisor/Manager.

Quality Assurance

 Ensure all work is done according to standards, errors are addressed through formal Corrective Action

Requests, and all policies and procedures are adhered to as outlined in the “Consumer Products

Division Quality Manual.”

 Support quality and audit initiatives as directed and scheduled by CPS Division Quality, ensuring

compliance with ISO 17025 Laboratory Accreditation as well as 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

Required Skills & Proficiencies

 Leadership and motivational ability, as well the ability to be proactive in anticipating and dealing with

opportunities and problems.

 Client interaction skills: Demonstrated ability to work with customers, determine their requirements,

maintain new business, foster relationships, define and assist in solving problems, and generally ensure

their total satisfaction with BV.

 Problem solving skills including the ability to lead groups of diverse people through a problem-solving

process.

 The ability to organize and prioritize daily activities and workload in an ever evolving, resource

constrained environment.

 Effective oral and written communications skills including the ability to deliver presentations to in-house

and client/vendor audiences.

 Strong skills as a team leader and ability to work well with peers.

Education And Experience

 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 above.

$20 - $23 an hour (e.g., the job posting is not necessarily reflective of actual compensation that may be earned, and actual compensation is subject to variation due to such factors as locations, education, experience, and skillset).