Client Services Specialist - Milwaukee, WI
Company: Disability Solutions
Location: Milwaukee
Posted on: April 16, 2024
Job Description:
Who we areFor 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 valuesDiversity, 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 roleCompany DescriptionCovanta
is a leading provider of environmental solutions across various
industries, including heavy-light manufacturing, chemicals,
pharmaceuticals, consumer products, health and beauty, food,
automotive, environmental consultants, municipalities, and other
industrial manufacturers. Our services help solve some of the
toughest challenges faced by these industries. Our mission is
simple: To develop and deliver waste and risk elimination solutions
that positively benefit our Clients, our community, and our
environment.Covanta offers our valued team members:
- Day-1 Benefits
- Industry-leading retirement plan
- Employee Assistance Program (EAP)
- Wellness Incentive & Rewards Program
- Round-the-clock support through our Health Advocate
partnership
- Career development and mentorship
- Educational assistance to help you invest in your future
- And much moreClient Services Specialist II (CSS) is integral to
the Customer Care department. CSS primary focus 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 and process information in response to
inquiries and concerns. CSS will be assigned with one or more
Solutions Sales Manager (SSM) & provide support as required. CSS
will also work closely with one or more Client Retention
Specialist.Requirements:
- Ability to answer client questions for proper completion of
Covanta's Material Characterization Form (MCF)
- Ability to read, interpret and speak to Safety Data Sheets
(SDS)
- Review MCF for completeness, prior to forwarding to Profiling
team
- Ability to lead, motivate & grow team members under direct
supervision
- Have knowledge & ability to articulate the various types of
transportation vehicles (van, roll-off, self-dump, ect) to
effectively assist client with potential transportation needs.
- Build positive working relationships among all stake holders to
ensure excellent client satisfaction by providing proactive
seamless solutions with high degree of communication.
- Independently generate client proposal (according to prescribed
pricing list) on behalf of SSM and/or generate per the direction of
SSM or Direct Manager
- Responsible for logging profiles in CRM/NetSuite Golden
Gate
- Log waste profile paperwork and track progress until final
approval package is issued.
- Check all approval packages for completeness prior to
forwarding to client
- Issue and review approval package with client to ensure they
fully understand shipping requirements and terms & conditions
(T&Cs), etc.
- 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
- Ensure data in CRM, NSGG, DMS, People Soft (PS) are entered
correctly, as necessary
- 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.
- Primary duty is to execute business retention calls to
recurring clients according to prescribed script
- Drive repeat business by making each client a priority, by
listening to client's needs, offering solutions, educate client of
service offerings, engaging support from SSM, CSS or Direct
Manager.
- Retain call records and enter into CES tracking software system
to provide key performance indicators (KPI's) for client base
- Resolve assigned Process Map cases within the prescribed
timeframe
- Will be assigned with one or more Solution Sales Manager (SSM)
to provide support.
- Promptly address & resolve issues escalated from Client
Retention Specialist (CRS) & SSM
- Answer, screen and route incoming telephone calls in an
efficient, courteous and professional manner; maintain flow of
e-mail, maintain customer relations.
- Act as liaison between client, SSM, CRS, Material Profiling,
Material Compliance, etc
- Collaborate internally & provide resolution to client in a
prompt manner, which may require engaging SSM, CRS and/or Direct
Manager.
- Provide reporting and analysis to customers and/or internally,
as required & assigned.
- Ability to analyze needs, recognize potential issues, research
alternatives, provide solutions and work through to
completion.
- Respond to client feedback and address service complaints
promptly.
- Assist with aged receivable collection as required.
- Explain to clients about new products and benefits
- Participate in client meetings, as needed
- All other duties as assignedQUALIFICATIONS:
- RCRA, DOT & HazCom training, preferred but not required
- Desire to have direct customer-facing & provide a high level of
customer service.
- Experience in the waste or recycling industry preferred.
- Experience supervising direct reports or resources allocated to
larger project is preferred (not required)
- Three to five years of supervisory and inside sales
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.
- 3+ years of relevant experience and a degree in related field
preferredOur DEI CommitmentCovanta is an Equal Opportunity
Employer, has developed an Affirmative Action Program (AAP), and
will not discriminate against any qualified applicants because of
race, color, religion, sex, national origin, sexual orientation,
gender identity, disability (including perceived disability,
physical, mental, and/or intellectual disabilities), veteran
status, liability for service in the Armed Forces of the United
States, or any other characteristic protected by law. Know Your
Rights ()Please note that Level, Title and/or Salary may be
adjusted based on the applicant's experience or skills.If you are
an individual with a disability or a disabled veteran, you may
request a reasonable accommodation if you are unable or limited in
your ability to access job openings or apply for a job on this site
because of your disability. You can request reasonable
accommodations by going to Covanta.com and clicking on the 'Contact
Us' button. Under Inquires, select 'Careers' in the Interest field,
fill out all required fields including your message. In the message
section, please note this is a 'Job Application Accommodation
Request'.
Keywords: Disability Solutions, West Allis , Client Services Specialist - Milwaukee, WI, Other , Milwaukee, Wisconsin
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