Customer Service Representative

Your challenge

The Customer Service Representative’s role is to provide Customer service to all accounts, support the account management activities through analyzing and verifying accuracy of order information, dealing with customer requests while managing Tier 1 level Customers (as defined as accounts which generate 0-5 tones per month) in a given marketplace. Initiates and or implements corrective action as needed in order to ensure that an excellent standard of service and high level of customer satisfaction is maintained.

Individual responsibilities
- Make regular contact, based on a scheduled number of calls per year, with your assigned customer base of Tier 1 clients to ensure the maintenance of business, and education as the additional recycling and waste programs offered by the company and ensure all customer contacts and maintained.
- Work in conjunction with the Sales Manager and Plant Manager to target accounts that do not meet acceptable profit margins and initiate corrective measures. With the assistance of management, develop service changes and options, equipment and/or pricing alternatives that enhance profitability. Presents and implements said enhancements at the client level.
- Focuses on selling the management of discarded materials to existing customer based with a focus on achieving the customer’s diversion targets.
- Contact past clientele as directed so as to determine opportunities for the re-establishment of services.
- Field all incoming account management calls. Inform local staff, and the Sales Manager when required, of actions and resolutions made.
- Complete all paperwork for work orders, pickups, shipments etc.as required and follow-up to ensure requested activities were completed.
- Respond with a sense of urgency to all customer complaints, cancellations and inquiries and communicate all issues with the Sales Manager.
- Record all information submitted from Customer Service Representative, Sales Representative, Sales Manager, once approved by the Sales Manager. This information should include, but not be limited to, the name of the account, the current service provider, waste disposal services, recyclables and service, contact name and phone number, contract expiry date, volumes by grade or commodity and other pertinent information needed to submit a detailed proposal.
- On a monthly basis obtain and reconcile clients’ shipment and material reports against the Company’s monthly reports and provide data summary’s to the Sales Manager as requested.
- Review and verify vendor invoices against The Company’s charges and advise Sales Manager of any inconsistencies or irregularities.
- On a monthly basis run forward all account management reports required including but not limited to account visitation reports to the local representative once directed to by the Sales Manager.
- On an as requested basis run P&L’s for all accounts as specified by the Sales Manager and provide data to the appropriate individuals.
- Sort and distribute all month end invoices and Performance’s to the Sales Manager for review and approval.
- Setup all new customers once approved by the Sales Manager and enter all paperwork into the system ordering all approved equipment orders.
- Prepare and administer all work orders for existing clients or new client start-ups ensuring communication with the Sales Manager and the Company’s dispatch department.
- Follow-up with all work-orders and service issues and advice the Sales Representative and Sales Manager when the requested work has been complete.

This job description indicates the general nature and level of work, duties and responsibilities expected of the incumbent. The incumbent may be asked to perform other duties as required. The job description may change if needed as determined by the Company

Education and Skills

**Education**:

- Post-Secondary Education, Bachelor’s Degree in Business, Administration or similar preferred

**Skills/Experience**:

- Minimum of two to three years’ previous office experience.
- Work experience in the Waste Management Industry is an asset.
- Very strong customer service orientation - previous customer service experience would be a definite asset.
- Good understanding of the organization’s goals and objectives.
- Intermediate proficiency with Microsoft Office Suite
- Friendly and out-going personality
- Excellent written and oral communication skills
- Excellent interpersonal skills, with a positive attitude.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Works well with people
- Ability to make effective presentations
- during phone calls
- Excellent oral and written communication skills
- Good analytical and problem solving skills
- Can identify and negotiate business opportunities
- Sales knowledge
- Working knowledge of sales techniques and tactics
- Solid working knowledge of the Waste and Recycling Industry.

**Core competencies defined for this j