Test Steward Account Specialist

3 weeks ago

Toronto, Canada Resource Recovery Alliance Inc. Full time

**POSITION**:
Steward Account Specialist

***POSTING DATE**:
**REPORTS TO**:
Manager, Steward Relations

**DEPARTMENT**:
Steward Services

**Purpose of Position**:
The Steward Account Specialist is the primary business contact between small to medium sized stewards and Resource Recovery Alliance (RRA) serving as an ambassador for the organization. The primary purpose of the role is to facilitate timely and accurate steward reporting as a result of providing high quality service.

**Principal Duties and Responsibilities**:

- Administer the steward registration and welcome process to ensure existing and new customers are properly introduced to the registration and reporting system for all RRA programs. Requires an understanding of the steward reporting portal (online tool).
- Communicate policies, rules, contractual requirements, legislation and regulations pertaining to the reporting of material tonnages and payment of fees.
- Proactively assist stewards to avoid interest and penalties by communicating reporting deadlines and requirements in advance.
- Initiate preventative and corrective process for reporting period deadlines (Packaging and Printed Paper for all RRA programs 1x/ annually; MHSW/AMS for Ontario stewards 4x/annually)
- Guide stewards through the reporting process.
- Ensure steward reports are filed on time and accurately.
- Facilitate reporting accuracy by conducting reviews of small to medium sized steward’s quarterly and annual reports to ensure variances are within accepted tolerances.
- Identify, interpret and communicate steward needs to management. Make recommendations to management on new guidelines or guidance to assist with steward reporting.
- Resolving steward complaints and issues in timely, accurate and professional manner.
- Support development of standardized, written responses to commonly asked questions.
- Support the communication of policies, rules, contractual requirements, legislation and regulations pertaining to the reporting of material tonnages and payment of fees.
- Identify emerging issues in the steward community and bring these forward to management for handling or escalation.
- Utilize CRM/SAP to maintain timely and accurate customer requests for service, customer profile records and customer invoicing. Ensure proper documentation is kept to support Compliance and Enforcement activities.
- Support other departments with steward inquiries and queries** **as directed by management
- Keep provincial steward listings up to date
- Other duties and assignments as required

**Interpersonal/Communications**:
Steward Account Specialist will be responsible for liaising with multiple groups - both internal and external to RRA; the most common examples are listed below. Strong interpersonal skills are essential to being successful in this role.
- ** Internal Relationships**
- Work closely with Key Account Specialists, Prospect Analyst, and Business Coordinator as well as the management team of Steward Relations to prioritize work activities.
- Work with the compliance department, where required, to support corrective measures and enforcement.
- Work with finance department, where required, to support stewards in managing their accounts.
- ** External Relationships**
- Stewards
- Consultants working with stewards

**Education/Skills/Experience/Designations**:

- ** Education**:

- A university degree or college diploma - in business administration or Customer Service Management - would be an asset or equivalent relevant work experience
- ** Experience**:

- Two (2) years of progressive experience working in a customer centered role.
- Account management experience an asset
- Experience working under a Customer Relationship Management (CRM) model
- ** Knowledge**/Competencies/Skills
- A good working knowledge of customer service management; for example, using customer service databases, managing customer behaviour, and monitoring customer performance.
- Strong desire to develop and maintain positive customer relationships.
- Strong oral and written communication skills with customers and colleagues. Good listening skills. Bilingualism is a strong asset (French/English).
- Ability to read and analyze information; interpret numerical data and detect anomalies.
- Ability to problem-solve and diffuse conflict.
- Curiosity or interest in environmental issues and how businesses contribute to good environmental performance.
- Comfortable with and tolerant of change.
- Strong research capability.
- Demonstrated commitment to teamwork and account results; also, self-motivated and able to work independently where required.
- Working knowledge of SAP or equivalent experience working in a CRM or ERP environment.
- Experience working in Microsoft Word and Excel, and comfort with learning new online tools

**Working Conditions**:

- As RRA is responsible for programs across Canada, hours of operation extend beyond regular business hours to meet the needs of stewards in all provinces. Flex

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