Customer Account Specialist I

Overview

Manage client relationships, handle submission processes, and ensure quality service.

Key Responsibilities

• report generation
• test monitoring
• iso compliance
• performance monitoring
• client liaison
• submission processing

Tasks

-Follow the guidelines set forth in the Bureau Veritas Consumer Products Services, Inc Quality, Health, Safety, Security and Environmental policies and procedures. -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.” -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. -Monitor on hold / and active CS follow up (ACSF) submissions and ensure that they are followed up on a timely manner. -Identify and communicate any risk or opportunities based on review of the health of the client. -Lead client outreach initiatives to further develop client relationships and recommendations for continuous service improvement. -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 -Present results to clients verbally as necessary (pass results only) -Work with service delivery/business development and Buffalo Operations to ensure customer visit expectations are met. -Ensure communication with clients is documented and provided to process sample submissions through lab. -Interact with technical staff to provide submission information to our clients. -Analyze data comparisons to standardize and improve the efficiency and effectiveness of client programs with continual improvement. -Communicate with internal and Back Office staff on administrative changes to client requirements (i.e. manuals, PAID, general procedures, etc.) -Running reports utilizing BV systems for data mining, previous submission analysis, Monthly Client submissions, program summaries, etc. -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. -Monitor test reports on a continual basis, ensuring accuracy, completeness, and compliance with Client Program specifications. -Implement quality revisions and systems and procedures as agreed to with CPS Quality -Ensure day-to-day client requests, submissions, problems, issues, and complaints are handled efficiently and professionally. -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. -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. -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. -Develop and maintain productive client relationships through professional service and effective communication with BVCPS clients. -Ensure accurate and complete delivery of services within defined turnaround times, including sample process questions and follow-up. -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. -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. -Adhere to the requirements of the BVCPS Quality System and assist with the implementation and maintenance of the department quality system. -Comply with Bureau Veritas Consumer Products Services, Inc management systems in accordance with ISO 17025, ISO 9001, ISO 14001, ISO 45001. -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.

Requirements

• leadership
• b2b
• high school
• 2 years
• problem solving
• communication

What You Bring

-An equivalent combination of education and experience in lieu of degree -Strong skills as a team leader and ability to work well with peers. -Business to Business experience preferred. -High school degree or GED equivalent -2 years of related experience -Leadership and motivational ability, as well the ability to be proactive in anticipating and dealing with opportunities and problems. -The ability to organize and prioritize daily activities and workload in an ever evolving, resource constrained environment. -Problem solving skills including the ability to lead groups of diverse people through a problem-solving process. -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. -Effective oral and written communications skills including the ability to deliver presentations to in-house and client/vendor audiences.

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About Bureau Veritas Group

-Expanded into a global player in testing, inspection, and certification services. -Serves diverse sectors, helping businesses manage risk, improve performance, and meet regulatory requirements. -Projects span from construction and infrastructure to energy, marine, and consumer products. -Clients range from large corporations to small enterprises across various industries, ensuring safety, quality, and compliance. -Has expanded its portfolio, with a focus on sectors such as energy, marine, and industrial. -Leverages cutting-edge technologies, including digital platforms and analytics, to offer innovative solutions. -Known for integrity and reliability, guiding industries toward sustainable and compliant operations. -Oversees critical infrastructure developments, maritime safety, and energy solutions, with an emphasis on creating lasting value.

Sector Specialisms