Customer Success Specialist

BSC Industries, Inc; Canton (MA); On-site; USD 50,000 - 75,000; Full time

Job summary

BSC Industries Inc in Canton, MA is seeking a Customer Success Specialist to be the primary daily contact for assigned customer accounts, handling product and service inquiries, quotes, and order status.

You will coordinate with purchasing, operations, and suppliers to provide accurate, on-time answers, while maintaining CRM/ERP records. This in-office role may require occasional travel to customer or branch locations.

Qualifications

• 2+ years of experience in inside sales support or customer-facing roles.
• Ability to coordinate across purchasing, operations, and branch teams.
• Strong customer service mindset with commitment to delivering exceptional experiences.
• Excellent written and verbal communication; responsive and proactive.
• Accurate quoting, order entry, and record-keeping.
• Strong organizational skills with multiple priorities.
• Experience with CRM and ERP order-entry systems and Microsoft Office.
• Experience in industrial distribution or multi-branch environments preferred.

Responsibilities

• Serve as the primary daily contact for assigned customer accounts.
• Process and track quotes, orders, and service requests through fulfillment.
• Coordinate with branch teams, sales, purchasing, operations, and suppliers.
• Monitor orders and backorders; communicate delivery-date changes.
• Maintain accurate customer records in CRM and ERP.
• Occasional travel to customer or branch locations; primarily in-office.

Skills

Customer service

Communication

Organization

Attention to detail

CRM experience

ERP experience

Tools

CRM systems

ERP systems

Microsoft Office

Job description

Customer Success Specialist

BSC Industries Inc Canton, Massachusetts, United States

About this position

Description:

Position Summary

The Customer Success Specialist is the primary daily point of contact for assigned customer accounts, receiving and working the inquiries customers send in day to day — product needs, service needs, quotes, order status, expediting, and returns. All routine customer activity funnels through this role. Every account is assigned a primary, secondary, and tertiary owner within the team so that coverage never gaps and customers get a fast, informed response regardless of who is available. This is a tactical inside support position: the Customer Success Specialist executes against the account direction set by sales and branch leadership rather than setting it, coordinating with purchasing, operations, and suppliers to turn customer requests into accurate, on-time answers.

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

• Serve as the primary daily point of contact for assigned customer accounts, fielding inbound inquiries for product needs, service needs, quotes, pricing, order status, expediting, and returns.
• Serve as primary, secondary, or tertiary owner on assigned accounts, maintaining enough working knowledge of each to step in seamlessly when another owner is unavailable.
• Process and track quotes, orders, and service requests from receipt through fulfillment, keeping the customer updated at each step.
• Coordinate with branch teams, sales, purchasing, operations, and suppliers to source product, confirm availability, and meet promised lead times.
• Monitor open orders and backorders daily, proactively communicating delivery-date changes and working alternatives when supply slips.
• Respond to customer inquiries within established service-level expectations, and elevate promptly when a request falls outside the team's authority.
• Surface information learned through daily customer contact — upcoming needs, recurring issues, competitive activity — to the account's sales owner for follow-up.
• Apply established pricing, contract terms, and customer-specific programs accurately, referring exceptions to sales leadership.
• Own day-to-day issue resolution — shipping discrepancies, returns, documentation, invoicing questions — and elevate significant concerns to the account’s sales owner and branch leadership.
• Advocate for customer needs while balancing operational capabilities and business objectives.
• Maintain accurate customer contact records, account notes, quote history, and open-item logs in CRM and ERP systems so any team member can pick up an account mid-stream.
• Occasional travel to customer or branch locations; this is primarily an in-office support role.

Requirements:

Qualifications

• 2+ years of experience in inside sales support, customer service, order management, or a related customer-facing support role.
• Ability to coordinate across purchasing, operations, and branch teams to get customer requests resolved quickly.
• Strong customer service mindset with a commitment to delivering exceptional experiences.
• Strong written and verbal communication skills with a responsive, follow-through-oriented work style.
• Accuracy and attention to detail in quoting, order entry, and record keeping.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Proficiency in CRM and ERP order-entry systems and Microsoft Office Suite.
• Experience working in industrial distribution, manufacturing, or a multi-branch environment preferred.

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.