Customer Experience Supervisor

Put your great attention to detail to work as Customer Experience Supervisor 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, you’ll take ownership by working internally to coordinate their waste disposal needs in accordance with their service agreements. You’ll 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 as well as supervise a team of 4-7 team members

Primary Responsibilities (Essential Functions):

· Initial point of escalation for Customer Experience peer group, conducting research and work cross functionally to resolve or escalate problems.

· Training and mentoring Customer Experience Representatives including incorporation of strategy, efficiency, and effectiveness into daily job performance.

· High level of participation/leadership in process and quality improvement activities.

· Ability to demonstrate a high level of Customer Experience acumen acquired through substantial gained experience.

· Responsible for managing and identifying customers’ needs while responding to a high volume of communication via email and telephone while navigating multiple systems to take appropriate action for resolution.

· Actively manage multiple customers assigned to the team member’s roster and your roster including communications and logistical activities; prepare and review orders for accuracy per client contract, including accurate pricing and order review for invoicing.

· Partner with Sales team to increase revenue growth of assigned account roster, including performing various sales-related activities to support account roster.

· Prepare client profiles by gathering information and assign codes using basic knowledge of SDS and hazardous waste coding and disposal requirements.

· Responsible for all case management tied to the team member’s assigned accounts as well as your accounts.

· Regularly review, analyze, and prepare reports on the status of customers’ orders.

· Conduct proactive calls to ensure ongoing communication with existing customers.

· Provide feedback to 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.

· Perform other reasonably related tasks as assigned by management.