Supervisor, Customer Service

7 months ago

Chambly, Canada Covanta Full time

Who we are

For more than 40 years, Reworld has been a leader in sustainable waste solutions, providing our customers with innovative solutions that help them achieve carbon-negative outcomes.

Our Vision

Reworld is leading the charge to a carbon-negative future through revolutionary sustainable materials management solutions that reduce, reuse, recycle and reimagine waste for the benefit of society and the environment.

Our Business

Reworld partners with businesses by offering cutting-edge engineering and innovative solutions, to help customers reduce, reuse, recycle and recover value from waste streams and meet or exceed their sustainability goals.

Our Value

Reworld differentiator comes from our ecosystem of technology, facilities and partnerships, trusted by the world’s largest organizations to reimagine waste management for a smarter, more sustainable world.

About the role

The Customer Service Supervisor (CSS) is responsible for leadership and supervision of Covanta’s Customer Service Representatives (CSR’s). The CSS also works directly with and supports Reworld’s customers and various service offerings. The CSS is responsible for interacting with various internal departments and operations to facilitate services, resolve customer issues and focus on continuous improvements.
- Essential Functions

The duties may include, but are not limited to, the following:
- Provide management and leadership to the Customer Service Representatives- Provide training, coaching and direction to the CSR’s as needed- Identify, support, and drive continuous improvement efforts- Provide guidance and direction to CSR’s to drive issue resolution and ensure a high level of customer satisfaction- Engage with customers and provide support as needed (Load scheduling, new waste streams, issues, reporting requirements etc.)- Consult with customers to determine their needs and the best available service options- Prepare quotes and proposals as needed- Work closely with the sales staff to support the onboarding of new customers and to grow existing accounts- Assist in implementing process improvements- Demonstrate a high level of knowledge of regulations hazardous and non-hazardous waste and other regulations related to the waste industry- Manage customer pricing and monitor historical pricing for accuracy- Understand higher regulatory concepts and work with team members on regulatory related issues- Ensure staff performs relevant data entry and ensure company databases are maintained with a high level of accuracy- Ensure the CSR’s understand and follow all relevant standard operating procedures and work instructions- Act as a resource for operations personnel- Provide technical support to customers using the Covanta’s Customer Portal- Maintain all regulatory related training- Assist co-workers by helping to cover workloads during absences- Interact with scheduling and transportation teams to ensure customer requests are being fulfilled- Other duties as assigned
- Qualifications & Requirements- Bachelor’s Degree in Environmental Science or a related field preferred, or equivalent work experience required- Five plus years of experience in the waste industry is required- Proficient in Microsoft Office Suite- High attention to detail- Demonstrated ability to lead others- Strong organizational and record keeping skills- Excellent communication skills- Ability to maintain customer and company confidentiality- Ability to pass pre-employment background checks and drug screening
- The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. The requirements listed above are representative of the _minimum_ knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job according to specific department and group requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._

Our DEI Commitment

Reworld is an Equal Opportunity Employer, has developed an Affirmative Action Program (AAP), and will not discriminate against any qualified applicants because of race, color, religion, sex, national origin, sexual orientation, gender identity, disability (including perceived disability, physical, mental, and/or intellectual disabilities), veteran status, liability for service in the Armed Forces of the United States, or any other characteristic protected by law.

Know Your Rights

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Please note that Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

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