What are the responsibilities and job description for the Customer Service Specialist position at Bus Climate Control?
Role Overview
Serve as the primary owner and strategic point of contact for assigned customer accounts. This role goes beyond order processing and focuses on building long-term relationships, proactively managing account health, and delivering a consistently high-quality customer experience. The Customer Service Associate III acts as a trusted partner to customers while coordinating internally to ensure commitments are met.
Key Responsibilities
- Own the end-to-end relationship for assigned customer accounts, serving as the primary point of contact
- Build strong, long-term customer partnerships through proactive communication and follow-through
- Manage the full order lifecycle including order entry, scheduling, delivery coordination, and post-delivery follow-up
- Proactively communicate order status, changes, delays, and resolutions before issues escalate
- Understand customer business needs and recommend appropriate solutions aligned with company capabilities
- Investigate and resolve customer issues, acting as an advocate while balancing operational and business realities
- Coordinate cross-functionally with Sales, Planning, Operations, Shipping, and Finance to ensure alignment and execution
- Maintain accurate documentation, system entries, and customer records in ERP/MRP systems
- Manage multiple customer accounts and competing priorities in a fast-paced environment with strong attention to detail
- Identify process gaps and contribute to continuous improvement of customer service and account workflows
- Represent company values and priorities consistently in all customer interactions
Success Measures
- High customer satisfaction and account retention for assigned accounts
- Accurate and timely order processing with minimal errors
- On-time delivery performance aligned with customer commitments
- Clear, proactive communication and issue resolution
- Strong internal coordination and reduced escalation frequency
Qualifications
- Minimum of 5 years of B2B customer service or account management experience
- Proven experience managing customer accounts and complex order lifecycles
- Strong written and verbal communication skills with customers at all organizational levels
- High proficiency with ERP/MRP systems, databases, and Microsoft Office tools
- Consultative, solutions-oriented mindset with strong relationship-building skills
- Ability to exercise sound judgment, prioritize effectively, and operate independently
- Calm, professional presence when handling escalations or time-sensitive issues
- Reliable, accountable, and consistent in execution and follow-through
Ideal Candidate Profile
- Thinks like an owner, not a task-taker
- Anticipates problems before customers experience them
- Balances customer advocacy with operational and business constraints
- Values clarity, accountability, and long-term relationships