Service Improvement Specialist
2 weeks ago
We are seeking a highly skilled Service Improvement Representative to join our team at New Leaf Biofuel LLC. As a key member of our operations team, you will play a pivotal role in ensuring our valued customers' overall satisfaction and success.
Your primary focus will be on providing exceptional service to our 2500+ accounts, resolving all incoming requests and inquiries while collaborating with our internal operations team to optimize efficiency and customer retention.
Duties and ResponsibilitiesOil Collection and Trap Service Improvement:
Establish yourself as the conduit between the customer and our operations team, improving and maintaining our reputation.
Coordinate and schedule oil pickups and trap service requests as required, ensuring timely and efficient service.
Respond to customer inquiries in a timely, professional manner via calls, emails, or other communication channels.
Provide a smooth resolution process for issues brought to you by customers, quickly and effectively escalating to management if necessary.
Lead the route dynamics data capture initiative, analyzing service efficiency and developing accurate cost-to-serve models with our operations team.
Address incoming customer rebate inquiries, explain current market conditions, and educate customers regarding their service parameters.
Maintain our Customer Service System (CSS) as the sole source of truth for collections.
Record all incoming customer interactions and updates as cases in Salesforce to optimize on-site operations and reduce response times.
Possess advanced knowledge of routing software, Telogis, and create work orders in CSS, assigning them to appropriate routes.
Review active customer data regularly, identify trends, and take actions to improve the customer experience.
Contact clients to request keys or access codes for easy access to their premises during service visits.
Notify customers of operational constraints and delays in service, providing adequate reasons to assure them.
Monitor company emails, including night and weekend service requests and customer inquiries.
Run daily route review reports to identify adjustments and areas of improvement for customers.
Implement new frequencies to attain pickup levels hovering close to 80% container capacity.
Administrative Support Duties:Calculate monthly commissions for sales reps, quarterly rebates for customers, and relevant customer incentive programs.
Maintain the call-in log, update it when call-ins are completed, and ensure a minimum acceptable level of under $10,000 for invoices over 60 days.
Assist the Restaurant Services Coordinator and Director of Restaurant Services with projects geared towards efficiencies.
Using your financial acumen, assist with various spreadsheets and data analysis.
Prepare and send welcome packets for new accounts to ensure smooth onboarding.
Log scale ticket quantities.
Perform other relevant, reasonable, and necessary tasks as requested by your manager to support the smooth operation of collections.
Requirements:Qualifications:
HS diploma required, bachelor's in accounting, finance, or business administration a plus.
Microsoft Office & Teams (advanced knowledge of Excel preferred).
Working knowledge of QuickBooks.
Multi-tasking, effective communication skills, adherence to deadlines, and Salesforce CRM experience.
Experience with routing/dispatching software a plus.
Outstanding customer service experience, preferably call center experience.
New Leaf Biofuel LLC seeks individuals who possess our core values: Safety, Drive, Support, and Growth.
Working Conditions:This position requires in-person attendance Monday through Friday from 8:30 AM to 5:00 PM, including a mandatory half-hour lunch break.
Physical Requirements:Sitting for extended periods may be required.
Direct Reports:N/A
N/A
Compensation details: 26-30 Hourly Wage
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