Customer Experience Supervisor

Clean Earth is a leading provider of environmental services in the United States providing remediation, disposal, recycling, and beneficial reuse solutions for hazardous and non-hazardous waste, contaminated soil, and dredged material. Our vast portfolio of technologies and services touches nearly every industry that generates waste including energy, infrastructure, commercial, industrial, retail, and healthcare markets.

Every day our teams across the country take a hands-on, dedicated approach to recycling and beneficially reusing waste that would otherwise go into landfills. We value our employees as our most important asset, and this is reflected in many areas across our company including recently being named a 2024 Most Loved Workplace ®. We are committed to creating a positive work culture that fosters growth and development while ensuring the health and safety of our employees

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.

Basic Required Qualifications:

· Bachelor’s degree coupled with 3+ years of work experience in an account management or customer service role OR High school diploma/GED coupled with 5+ years of work experience in a customer service or account management role.

· High level of Customer Experience and business acumen.

· Demonstrated experience as a peer leader.

· 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 in English; 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.

Preferred Qualifications:

· Prior escalation Customer Service/Customer Experience role or supervisory experience.

· Bachelor’s degree in chemistry, environmental studies or biology.

· Work experience with waste characterization, waste handling logistics, and profiling, demonstrating familiarity with EPA/RCRA, and DOT regulations.

· Knowledge of Salesforce, Ariba, or Oracle systems.

· Experience administering and reviewing service contracts.

· Ability to lead account-specific projects.

Physical and Mental Demands

· Must be able to regularly access and use general office equipment including phones, computers, copiers, etc.

· Must be able to work in a busy, often distracting work environment that is generally climate controlled.

· Must be able to lift up to 20 pounds unassisted on an occasional basis.

· Must be able to sit for long periods of time.

· Must be able to stand or walk for long periods of time

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 Earth’s website because a disability prevents you from using the online system, Clean Earth offers the following alternate application procedure: Call toll free (833) 209-2659 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.