Customer Success Specialist

BSC Industries, Inc.; Canton, Northern (MA, KY); Hybrid; USD 55,000 - 70,000; Full time

Job summary

BSC Industries is seeking a Customer Success Specialist to be the primary daily contact for assigned customer accounts, handling product needs, service requests, quotes, order status, expediting, and returns. You will coordinate with purchasing, operations, and suppliers to deliver accurate, on-time responses.

The role involves in-office work with occasional travel to customer or branch locations, using CRM and ERP systems to maintain records and enable seamless coverage across accounts.

Qualifications

• 2+ years in inside sales support, customer service, order management, or a related role.
• Ability to coordinate across purchasing, operations, and branch teams to resolve requests quickly.
• Strong customer service mindset with focus on exceptional experiences.
• Excellent written and verbal communication with responsive follow-through.
• Accuracy and attention to detail in quoting, order entry, and records.
• Strong organizational skills for multiple priorities.

Responsibilities

• Serve as the primary daily contact for assigned customer accounts, fielding inquiries for product/service needs, quotes, pricing, orders, expediting, and returns.
• Act as primary/secondary/tertiary owner on assigned accounts to ensure coverage when others are unavailable.
• Process and track quotes, orders, and service requests from receipt to fulfillment, updating the customer at each step.
• Coordinate with branch teams, sales, purchasing, operations, and suppliers to source product and meet lead times.
• Monitor open orders and backorders daily, communicating delivery-date changes and alternatives when needed.
• Respond to inquiries within SLAs and escalate when outside authority.
• Surface insights from daily customer contact to the account's sales owner for follow-up.
• Apply pricing, terms, and programs accurately; refer exceptions to sales leadership.
• Own day-to-day issue resolution and escalate significant concerns as needed.
• Advocate for customer needs while balancing operations and business objectives.
• Maintain accurate CRM/ERP records for team handoffs.
• Occasional travel to customer or branch locations; primarily in-office.

Skills

Customer service

Inside sales support

Order management

CRM systems

ERP systems

Microsoft Office

Multi-branch

Tools

CRM software

ERP software

Microsoft Office Suite

Job description

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 upscale 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 escalation 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.

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.