Customer Care Specialist I

7 months ago

Kitchener, Canada Covanta Full time

Who we are

For more than 40 years, Covanta has been at the forefront of sustainable materials management, providing companies and communities world-class waste and resource solutions.

Through our diverse and scalable full-service capabilities, we’re leading the charge to a carbon-negative future—reducing, reusing, recycling and reimagining waste for the benefit of both people and planet.

Our differentiator comes from our vast ecosystem of technology, facilities, and partnerships, trusted by the world’s largest organizations to solve their most pressing environmental challenges, and achieve their most ambitious environmental, social, and governance (ESG) goals.

All that we’re missing is you. Join us today

Our values

Diversity, inclusivity, engagement—these are the values that help us foster a strong sense of community within Covanta. By embracing the unique talents, perspectives, and experiences of our employees, we cultivate an environment that embraces teamwork, encourages open dialogue, and provides opportunities for growth.

About the role

Covanta offers comprehensive industrial material management services to companies seeking solutions to some of today's most complex environmental challenges. With a nationwide network of treatment, recycling and energy-from-waste facilities, Covanta enables customers to mitigate risk and reach their sustainability goals.

The Customer Care Specialist is an integral part of the Customer Care department. The primary focus of the CCS is to fulfill several essential tasks related to delivering a product or service to a client. Serves as the direct link between the Company and the client, managing day to day affairs and ensuring customer satisfaction. Interact with customers to provide all the necessary information they need, process information in response to inquiries and concerns. The CCS will be assigned with one or more Solutions Sales Manager (SSM) & provide support, as required.

Essential Duties- Build positive working relationships among all stake holders to ensure excellent client satisfaction by providing proactive seamless solutions with high degree of communication.- Ability to work closely across all departments, such as, but not limited to, materials profiling team, material compliance (QA/QC), scheduling, dispatch, sales, supply chain, etc. to resolve issues and/or exchange client information- Act as liaison between client, Solution Sale Manager and Operations- Responsible for logging profiles in the Management Systems (ERP)- Assist client with regards to Material Characterization Form (MCF) completion, engage materials profiling team, as required.- Log waste profile paperwork and track progress until final approval package is issued.- Check all approval packages for completeness- Issue and review approval package with client to ensure they fully understand shipping requirements and terms & conditions (T&Cs), etc.- Ensure data in ERP and other systems is entered correctly.- Ability to learn & fully understand Energy to Waste and Material Processing Facilities capabilities, services, and processes to effectively communicate with clients and offer alternative solutions within Covanta portfolio.- Promptly address & resolve issues escalated by others.- Respond to client feedback and address service complaints promptly.- Collaborate internally & provide resolution to client in a prompt manner, which may require engaging SSM, are Managers.- Provide reporting and analysis to customers, as required.- Ability to analyze needs, recognize potential issues, research alternatives, provide solutions and work through to completion.- Explain to clients about new products and benefits.- All other duties as assigned.

Qualifications:
- Environmental / Waste experience preferred or a demonstrated ability to understand and build the foundational knowledge required to be successful within the waste industry.- Desire to conduct customer-direct interactions at a high level of customer service.- One to two years of Customer Care / Sales or related experience.- Ability to use sound judgment and problem solve in a fast-paced environment.- Ability to collaborate and build effective relationships at all levels of the organization.- Ability to handle multiple projects, prioritize, meet deadlines and work independently with initiative in a fast-paced environment.- Ability to follow detailed oral and written instructions.- Possession of strong organizational skills.- Ability to effectively communicate at all levels both orally and in written form.- Proficiency with various computer software packages.

Our DEI commitment

Covanta is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

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