Customer Service Manager

Company Description

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

It is our unique capability of providing a one-source, full-service solution to handle multiple waste streams from a single customer that separates us from the competition. Our processes are detailed, our due diligence is tireless, and our results provide unmatched recycling solutions for our customers with the utmost in customer service. 

Every day Clean Earth takes a hands-on, dedicated approach to recycling and beneficially reusing waste that would otherwise go into landfills. Allow our team of experts to provide a customized waste disposal and recycling solution for your company, tailored to your needs, and your goals.

Job Description

Put your great attention to detail to work as a Customer Service 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, you’ll take ownership by working internally to coordinate their waste disposal & recycling needs in accordance with their service agreements. You’ll serve as part of the customer experience team providing support & continuous improvement to Clients, internal Operations, Finance, Logistics and field staff to ensure a high level of customer satisfaction. 

Primary Responsibilities (Essential Functions):

• Focus on supporting needs of top-tier customers, to include scheduling, waste and recycling programs, and project work.
• Management of one or more teams, to include Customer Service representatives and customer support/operations staff.
• Hiring, training, and mentoring Customer Service team including incorporation of strategy, efficiency, and effectiveness into daily job performance.
• Work closely with other departments, including Sales, FullCircle Innovation Team, Transportation, and Operations to strategize on best ways to provide service, efficiency, and cost-savings to customers
• Lead and support efforts to increase and sustain sustainable solutions for customers to meet their internal ESG goals
• Assist with preparation and presentation of customer data, metrics and/or reports
• Participate in development of quotes and cost/benefit studies for new or updated service offerings
• Internally support and monitor customer requirements, to ensure Key Performance Indicators (KPI’s) are met/exceeded.
• High level of participation/leadership in process and quality improvement activities including software updates and developments.
• Point of escalation for team members, 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.
• Attends client meetings pertaining to Customer Service-related functions to ensure objectives are met and/or escalated for completion and client satisfaction.

Qualifications

Basic Required Qualifications:

• Bachelor’s degree coupled with 5+ years of work experience in a managerial Customer Service role in related industry, OR High school diploma/GED coupled with 8+ years of work experience in a managerial Customer Service role in related industry.
• High level of Customer Service acumen and business acumen.
• Experience in waste and recycling service industry
• Experience in logistics/transportation industry
• 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.

Preferred Qualifications:

• 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 and Oracle systems.
• Experience administering and reviewing service contracts.
• Ability to lead account-specific projects.

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 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.