USA-Customer Service Representative Team Lead

About Us:

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.

Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose:

Assist the Customer Service Supervisory and Management team in the following capacities:  Contributes to the success of our customer’s experience by assisting in maintaining analytical reports to manage performance; provide process improvement; and establish and maintain strong working relationships of support units to optimize customer satisfaction.  This position also supports the Manager in his/her role when they are unavailable or absent.

Key Job Activities:

•    Provides support and maintenance of daily reports and analytics using intermediate Excel knowledge, SAP & SFDC. Handle inquiries in a timely manner, meeting all SLA’s on assigned projects.
•    Assists with data analysis projects and monitoring KPI’s
•    Assists in the follow up of all pending requests, assuring appropriate follow up and timeliness of response to all requests.
•    Assist internal Team Members and handles inquiries as outlined by the Customer Service Manager.  Uses sound judgment and initiative to satisfy internal and external customer requirements
•    Provides feedback to management on ways to increase efficiencies and effectiveness of servicing customers’ needs.  Make recommendation for process and procedure improvement to appropriate management.   Assists in training.  Makes suggestions for improved training tools and processes to the Management Team
•    Contributes to the productivity of the analytics when required
•    Provide feedback and guidance for improvement to the Management Team
•    Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives.
•    Perform other duties and responsibilities, as assigned

 

Education:

Preferred Education: in Associates or Equivalent

Experience (North America):

•    Education equivalent to Associates Degree in Business, or the equivalent in related work experience demonstrating a good knowledge of data analytics.
•    Two or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements
•    Demonstrates a high-level knowledge of Stericycle business systems including: Intermediate Excel Knowledge, Microsoft Word, Outlook, Power Point,  SFDC and  SAP.  

 

Benefits:

Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

Our Promise:

Stericycle is committed to attracting and retaining a diverse workforce, and to valuing unique perspectives and identities. We foster a culture of belonging that encourages, supports, and celebrates the diverse voices of our team members. It fuels our innovation and strengthens our connection to our customers and the communities we serve. We are proud to be an equal opportunity employer. All employment is decided on the basis of qualifications, merit, and business need.

Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employmen