Customer Success Specialist in Canton, Massachusetts at BSC Industries Inc

Job Summary

The Inside Sales Representative is responsible for directly supporting the Outside Sales team by maintaining proactive communication with customers, providing responsive service, and recommending the right products and solutions. This role plays a key part in strengthening customer relationships, driving revenue, and ensuring a seamless customer experience through timely support, collaboration, and technical understanding of our product offerings.

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.

Why This Role Matters

The Inside Sales Representative is essential to strengthening customer relationships and enabling the Outside Sales team to focus on growth. By providing proactive communication, accurate quoting, and responsive support, this role helps deliver an exceptional customer experience while driving strategic account success.