Customer Success Specialist

BSC Industries Inc•Canton, MA

21d•Onsite

About The Position

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. 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.

Requirements

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.

Nice To Haves

Experience working in industrial distribution, manufacturing, or a multi-branch environment preferred.

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 escalate 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 escalate 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.