Customer Experience Manager

Put your great attention to detail to work as a Client Relations Manager with a growing leader in environmental and regulated waste management solutions!

Working as part of a dedicated team of customer experience sales and compliance professionals youll take ownership by working internally to coordinate their waste disposal needs in accordance with their service agreements.  Youll serve as part of the customer experience team providing support to Clients internal Operations Finance Logistics and field staff to ensure a high level of customer satisfaction. 

Primary Responsibilities (Essential Functions): The main duties and responsibilities.

• Management of one or more Customer Service teams including Customer Service Representatives Leads and/or Supervisors.
• Hiring training and mentoring Customer Service team including incorporation of strategy efficiency and effectiveness into daily job performance.
• Conduct Customer Service teams performance management and career development by utilizing appropriate tools and talent management systems.
• Internally support and monitor Customer Service team to ensure Key Performance Indicators (KPIs) are met/exceeded.
• High level of participation/leadership in process and quality improvement activities.
• Provide solutions to executive management on ways to increase efficiencies and the effectiveness of servicing customers needs.
• Regular contact with all levels of interdepartmental personnel including billing collections sales drivers transportation facilities and information services.
• Collaborate with internal business partners at all levels to ensure correct services and/or products are delivered in a timely manner.
• Utilize a high level of Customer Service acumen acquired through substantial gained experience to solve problems and remove barriers for their Customer Service team(s).
• Responsible for solutioning managing and identifying customers needs while responding to a high volume of customer and internal communication and navigating multiple systems.
• Point of escalation for Customer Service team conducting research and work cross functionally to resolve or escalate problems.
• Developing and expand client relationships within their assigned geographies by proposing solutions to meet client objectives.
• Attend client meetings pertaining to Customer Service-related functions to ensure objectives are met and/or escalated for completion and client satisfaction.
• Assist with preparing client reports that pertain to Customer Service-related functions.
• Perform other reasonably related tasks as assigned by management.

Qualifications :

Education Experience and Skills: 

• Bachelors degree coupled with a minimum of 5 years of work experience in a supervisory Customer Service role/managerial role OR High school diploma/GED coupled with a minimum of 8 years years of work experience in a supervisory Customer Service role/managerial role.
• High level of Customer Service acumen and business acumen.
• Self-directed with the ability to work on multiple projects with competing priorities and deadlines.
• Proficiency in Microsoft Office software (Excel Word PowerPoint and Outlook).
• Experience using a CRM system or web-based programs proprietary online applications; preferably Salesforce.
• Excellent verbal and written communication skills; ability to maintain a high level of accuracy in details; and strong phone contact handling skills and active listening.
• Ability to manage several tasks simultaneously and meet deadlines.

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 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 :

No

Employment Type :

Full-time