Customer Success Specialist

BSC Industries; Canton (MA); On-site; USD 65,000 - 95,000; Full time

Job summary

BSC Industries is seeking a Customer Success Specialist to provide day-to-day inside support for branch customers and teams. You will be the primary contact for product inquiries, quotes, orders, backorders, returns, and service needs, coordinating with branch leadership, sales, purchasing, operations, and suppliers to ensure timely follow-up and reliable issue resolution.

The role emphasizes supporting account initiatives, maintaining CRM/ERP records, and managing vendor-managed inventory

Qualifications

• Strong communication, relationship-building, and problem-solving skills.
• Ability to work proactively, manage competing priorities, and follow through consistently.
• Experience with ERP/CRM systems (Prophet 21 preferred).
• Basic understanding of mechanical or industrial products a plus.

Responsibilities

• Maintain proactive communication with strategic accounts and support quotes, orders, and inquiries.
• Recommend products and solutions, prepare accurate quotes, manage pricing and availability.
• Process orders, returns, and credits while coordinating with internal teams to resolve issues.
• Deliver prompt, professional customer service across channels and advocate for the customer.
• Collaborate with Outside Sales to share insights and support continuous improvement.

Skills

Communication skills

Relationship-building

Problem-solving

Education

High school diploma

Associate or Bachelor's degree

Tools

Prophet 21

Job description

Job Summary

The Customer Success Specialist provides day-to-day inside support for branch customers and teams, serving as a primary point of contact for product inquiries, quotes, orders, backorders, returns, and service needs. This branch-based role works closely with branch leadership, sales, purchasing, operations, and suppliers to provide accurate information, timely follow-up, and dependable issue resolution. Responsibilities include supporting customer account needs, recommending products, maintaining CRM/ERP records, and managing vendor-managed inventory (VMI) replenishment. Each account has primary, secondary, and tertiary coverage to maintain continuity of service. The specialist supports account initiatives and identifies opportunities for the branch team rather than owning territory strategy or outside sales activity.

Job Type

Full-time

Job Summary

The Customer Success Specialist provides day-to-day inside support for branch customers and teams, serving as a primary point of contact for product inquiries, quotes, orders, backorders, returns, and service needs. This branch-based role works closely with branch leadership, sales, purchasing, operations, and suppliers to provide accurate information, timely follow-up, and dependable issue resolution. Responsibilities include supporting customer account needs, recommending products, maintaining CRM/ERP records, and managing vendor-managed inventory (VMI) replenishment. Each account has primary, secondary, and tertiary coverage to maintain continuity of service. The specialist supports account initiatives and identifies opportunities for the branch team rather than owning territory strategy or outside sales activity.

About BSC Industries

For decades, companies have relied on BSC Industries to keep their operations running. We’ve earned that trust by combining deep product expertise with strong supplier partnerships - delivering the right solutions, at the right time, on the right terms. Our customers choose us because we understand their challenges, move quickly to solve them, and consistently deliver results.

Today, BSC is in an exciting period of rapid growth. We are expanding our reach, strengthening our capabilities, and investing in our people to meet increasing demand across the markets we serve. Our growth creates real opportunity - for driven sales professionals, problem-solvers, and relationship builders who want to make an impact and help accelerate our momentum.

At BSC, you’re not just filling a role - you’re helping customers succeed, building lasting partnerships, and contributing to a company that is scaling with purpose. If you’re energized by growth, motivated by results, and excited to be part of a high-performance team with strong industry roots and ambitious forward vision, BSC Industries is a place where you can build a meaningful and upward-moving career.

Key Responsibilities

• Maintain proactive communication with strategic accounts by supporting Outside Sales on account plans and key initiatives, identifying new opportunities, and providing timely follow-up on quotes, open orders, backorders, and customer requests.
• Recommend products and solutions based on customer needs while preparing accurate, timely quotes, assisting with pricing and availability, managing product substitutions, and identifying upsell and cross-sell opportunities.
• Process orders, returns, and credits while coordinating with internal teams to resolve inventory or delivery issues, maintaining accurate CRM/ERP documentation, and preparing materials and reports to support Outside Sales.
• Deliver prompt, professional customer service across all channels by resolving issues quickly, escalating when needed, and serving as a customer advocate while balancing business requirements.
• Work closely with Outside Sales by aligning on communication strategies and territory activity, participating in joint interactions when appropriate, and sharing customer insights to support continuous improvement and sales strategy development

VMI Management

• Inventory Management: Monitor and maintain customer inventory replenishment levels and stock models based on agreed targets.
• Order Generation: Use VMI parameters, calculations, and data feeds to generate accurate replenishment orders.
• Customer service: Address customer inquiries, resolve shipping/delivery/ordering issues, and maintain strong customer relationships.
• Process Compliance: Follow3 company policies, procedures, and quality standards; ensure accurate documentation and reporting
• Problem Solving: Investigate and resolve customer problems, quality issues, or system disruptions.
• Account Management: Work with account managers to increase sales and maintain customer satisfaction.

Qualifications

• High school diploma required; associate or bachelor’s degree preferred.
• 1–3 years of inside sales, customer service, or distribution experience (industrial distribution preferred).
• Strong communication, relationship-building, and problem-solving skills.
• Ability to work proactively, manage competing priorities, and follow through consistently.
• Experience with ERP/CRM systems (Prophet 21 preferred).
• Basic understanding of mechanical or industrial products a plus.
• Strong attention to detail and comfort working with quotes and pricing.

EEO Statement

BSC Industries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact Human Resources.

Salary Description

$65,000 - $95,000