Director Waste Services - Internal Customer Experience
Director Waste Services - Internal Customer Experience
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The successful candidate will possess deep environmental industry knowledge. Directs and oversees all aspects of department policies objectives and initiatives. Develops service level standards focused on response times and issue resolution. Ensures customer support policies produce high quality customer expectations and reflect industry best practices. Align the teams activities and initiatives that support and enhance the objectives of the organization of volume growth and churn reduction/mitigation. Direct management of the Customer Support team managing the order process within the team members assigned geography plant and or service center.. Have physical presence with plant operations and regional customer support management roles. This position requires a mindset of problem solving and continuous improvement.
Manage hiring training oversight retention and performance of the customer support team
o Directly lead manage develop and motivate Customer Support Managers within the assigned geography plant and/or service center.
Ensure compliance with regulatory requirements impacting customer care function.
Work with leadership to develop team incentive plan through retention programs to ensure customer loyalty.
Coordinate with internal departments to improve support and business productivity.
Develop procedures and polices for better handling of internal customer correspondence and customer complaints while managing the details of continuous improvement data.
Develop strategies to increase the quality and efficiency of support to customers.
Monitor business and process metrics to measure and manage effectiveness.
Ensure all internal customer inquiries are handled in an accurate and timely fashion.
Collaborate with sales and marketing team to maximize revenues and customer loyalty
Align on personnel assignments for complete coverage to manage the order process effectively and accurately.
Helps to delineate work and organizational structure between customer facing and internal facing activities through process clarity.
Maintain indepth working knowledge of the companys brands systems and processes.
Schedule meetings with the internal teams to discuss and resolve both internal and external customer failures/concerns.
Build strong relationships with customers for new business development opportunities.
Conduct staff meetings and routine one on ones with direct reports and cross functional peers.
May contribute to the development of customer QBR content and attend meetings with customers in person when requested (determined by Sales and Leadership).
Project and Change management as assigned by manager.
Perform other reasonably related tasks as assigned by manager.
Work with Training Manager to develop training program for team members
Qualifications :
Basic Qualifications:
7 years of cross functional managerial experience in the environmental industry.
7 years customer service or operational experience; understanding industry trends and best practices.
Bachelors Degree or higher preferred.
3 years in complimentary department (sales operations).
Understanding of the importance of work assignments and team development to ensure consistency and a partnered approach with internally/externally customer base nationally.
Partners with Sr Director National Customer Programs and Retail to delineate work and ease of doing business.
Ability to manage expenses for travel and that of teams.
Strong written and communication skills to communicate with all levels of management internal personnel and customers/clients/partners.
Preferred Qualifications:
7 years Hazardous Waste regulatory knowledge (RCRA DOT State)
Managerial experience in Customer Service Operations or related discipline
3 years (or related CRM) and operational platform experience
Physical and Mental Demands:
Willing and able to travel (domestically) (via commercial airline automobile and other means of public transportation) approximately 2550% of the time or as needed.
Ability to sit for extended periods of time
Ability to occasionally lift and carry up to 20 pounds
Ability to predictably and regularly attend work during scheduled hours. Must be willing and able to occasionally work nights weekends and variable schedule(s) as necessary.
Ability to deal politely and professionally with customers and/or coworkers
Ability to manage and prioritize several tasks at once to meet multiple deadlines
Ability to follow direction or instruction
Ability to provide feedback
Ability to establish procedures
Ability to use a computer to communicate create and access information
Ability to use computer applications such as Word Excel Power Point and CRM
Ability to anticipate and resolve routine problems
Ability to work under pressure
Ability to use multiple systems and software
Ability to perform arithmetic calculations
Additional Information :
Clean Earth offers competitive benefits including health dental vision life and disability insurance plans starting on the first day of employment; paid time off wellness benefits employee discount program tuition assistance and a 401k with company matching.
We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability veteran status gender identity or genetics. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
If you have a difficulty applying for any job posted on Harsco Clean Earths website because a disability prevents you from using the online system Clean Earth offers the following alternate application procedure: Call toll free (833)and leave your name phone number city and state of residence. Clean Earth will arrange for an alternate method of applying and will consider your application together with all other applications received for the job. This line is dedicated to disability applications only. No other inquiries will receive a response.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
