Position Purpose: Under general direction, performs customer & billing cases of a complex nature that require independent judgment, follow-up and problem solving skills.
Maintains sound customer relationships (internal and external) by handling questions and concerns with speed, accuracy and professionalism.
Assists management and oversees and/or assists with any operations related projects & servicing of customers requiring special handling.
Pull paperwork of recent orders, update orders, enter a case into Sales Force.
Keep track of daily work orders schedule.
Quality Assurance, as needed, of labels, waste manifests, and all associated paperwork.
*This function requires a high level of attention to detail and is subject to stringent daily deadlines.
Scan all paperwork for each case into the correct platform, on a daily basis.
Respond timely and accurately to customer (internal and external) inquiries and process requests, according to established standards.
Requires excellent communication and multitasking abilities.
Handle Steriwise and other system entries for the purposes of billing customers.
This position may require a great degree of follow up as well as tracking details from operations and sales to accurately update Steriwise and other platforms to bill customers timely.
This position requires knowledge of the business and customers to handle more complex customer situations involving multi-site problem resolution and escalations.
Identifies customers’ needs quickly and takes appropriate actions to ensure those needs are met.
Perform necessary research and work cross functionally to escalate and resolve problems.
Independent decision making and problem solving. High levels of multitasking while dealing with intercompany personnel, customers and vendors.
Regular correspondence with vendors including coordinating and tracking waste shipments with disposal facilities, gathering information and pricing for waste disposal, follow up on Sales Force cases and update the system.
Provides feedback to management on ways to increase efficiencies and the effectiveness of servicing customer’s needs.
Performs necessary data entry & record keeping activities.
Maintains and updates current database and files.
Answer phones and direct incoming calls appropriately
Performs other related duties as required or requested.
Education and Experience Required (including certifications and/or software requirements for the position):
High school diploma or GED required.
Two or more years of work experience, preferably in a customer service or sales environment, or the equivalent in related work experience.
Preferred experience with environmental waste or regulatory entities such as EPA/DOT/OSHA & State agencies.
High level of attention to detail and ability to work independently.
Demonstrates strong organizational and interpersonal communication skills.
Ability to handle complex and demanding situations tactfully when dealing with customers and assist other team members with problem resolutions.
Ability to analyze and resolve routine as well as complex problems and exceptions in order to complete final resolution processes.
Demonstrates solid knowledge of Microsoft Office Suite and the ability to learn & adapt to new programs
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.