Customer Relations Executive

1 week ago

Peachtree Corners, Georgia, United States Clean Earth Full time
Job Overview

Company Overview:
Clean Earth stands as a leading entity in the specialty waste management sector across the United States, offering comprehensive solutions for remediation, disposal, recycling, and beneficial reuse of contaminated materials, including both hazardous and non-hazardous waste. Our extensive range of technologies and services caters to various industries that generate waste, such as energy, infrastructure, commercial, industrial, retail, and healthcare.

Our distinct advantage lies in our ability to provide a unified, full-service solution that manages multiple waste streams for a single client, setting us apart from competitors. Our meticulous processes, relentless due diligence, and outstanding results deliver unparalleled recycling solutions, all while prioritizing exceptional customer service.

At Clean Earth, we adopt a proactive and committed approach to recycling and repurposing waste that would otherwise end up in landfills. Our expert team is dedicated to crafting customized waste disposal and recycling strategies tailored to meet your specific needs and objectives.

Key Responsibilities:
  • Oversee and direct all facets of customer service policies, objectives, and initiatives.
  • Establish service level standards that emphasize response times and effective issue resolution.
  • Ensure customer service policies align with high-quality customer expectations and reflect industry best practices.
  • Align customer service initiatives with the organization’s goals and objectives.
  • Directly manage Customer Service Supervisors and Managers within the designated region.
Primary Duties:
  • Lead the hiring, onboarding, training, retention, and performance management of the customer service team.
  • Directly mentor and motivate Customer Service Supervisors and Managers.
  • Develop and implement strategies for recruiting and retaining employees.
  • Ensure adherence to regulatory requirements affecting customer care operations.
  • Lead transformation initiatives, including Change Management and consensus-building efforts.
  • Own Customer Success initiatives and promote a customer-centric business model.
  • Create development plans and strategies for team members.
  • Design customer service incentive programs that enhance employee retention and customer loyalty.
  • Advocate for the department across all organizational levels, developing OKRs, KPIs, metrics, SLAs, and supporting narratives.
  • Collaborate with internal departments to enhance customer service and operational productivity.
  • Formulate procedures and policies for effective handling of customer inquiries and complaints.
  • Devise strategies to elevate the quality and efficiency of customer support.
  • Monitor business and process metrics to assess and manage customer service effectiveness.
  • Ensure prompt and accurate handling of all customer inquiries.
  • Work closely with sales and marketing teams to maximize revenue and foster customer loyalty.
  • Maintain a comprehensive understanding of the company's brands, systems, and processes.
  • Facilitate meetings with internal teams to address and resolve customer service issues.
  • Build strong relationships with customers to identify new business development opportunities.
  • Conduct regular staff meetings.
  • Manage projects and change initiatives as assigned.
  • Perform other related tasks as directed by management.
  • Collaborate with the Training Manager to develop training programs for team members.
Additional Responsibilities:
  • Coordinate with Sales Directors to ensure robust internal support from Customer Service, allowing Sales Account Managers to focus on sales.
  • Work with Operations, Finance, and Regulatory teams to ensure compliance with established procedures.
Qualifications:

Required:

  • 7+ years of experience in customer service management, with a strong understanding of industry trends and best practices.
  • 5+ years of senior-level experience, including involvement in business process transformation.
  • Proficiency in quickly learning software and IT tools.
  • Expertise in Change Management.
  • Bachelor's Degree.
  • Excellent written and verbal communication skills for effective interaction with all levels of management, internal personnel, and clients.

Preferred:

  • 2+ years of knowledge regarding hazardous waste regulations (RCRA, DOT, State).
  • 5+ years of experience with CRM systems.
  • 5+ years of experience in system integration.
Additional Information:

Clean Earth provides competitive benefits, including health, dental, vision, life, and disability insurance plans starting from the first day of employment; paid time off, wellness benefits, employee discount programs, tuition assistance, and a 401k with company matching.

We are committed to equal employment opportunities (EEO) for all employees and applicants, regardless of race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or genetics. This policy applies to all aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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