Customer Service Director

Company Description

Clean Earth is one of the largest specialty waste companies in the United States providing remediation, disposal, recycling, and beneficial reuse solutions for contaminated soil, dredged material, and hazardous and non-hazardous waste.  Our vast portfolio of technologies and services touches nearly every industry that generates waste including energy, infrastructure, commercial, industrial, retail, and healthcare markets.

It is our unique capability of providing a one-source, full-service solution to handle multiple waste streams from a single customer that separates us from the competition.  Our processes are detailed, our due diligence is tireless, and our results provide unmatched recycling solutions for our customers with the utmost in customer service. 

Every day Clean Earth takes a hands-on, dedicated approach to recycling and beneficially reusing waste that would otherwise go into landfills.  Allow our team of experts to provide a customized waste disposal and recycling solution for your company, tailored to your needs, and your goals.

Job Description

General Purpose:

Directs and oversees all aspects of customer service policies, objectives and initiatives.  Develops service level standards focused on response times and issue resolution.  Ensures customer service policies produce high quality customer expectations and reflect industry best practices.  Align customer service activities and initiatives that support and enhance the objectives of the organization.  Direct management of the Customer Service Supervisors and Managers within the assigned geography.

Primary Responsibilities (Essential Functions):

• Manage hiring, onboarding, training, retention, and performance of the customer service team.
  • Directly lead, manage, develop and motivate Customer Service Supervisors and Managers within the assigned geography.
  • Develop and implement recruiting and employee retention strategies.
• Ensure compliance with regulatory requirements impacting customer care function.
• Lead and oversee transformation initiatives within an organization, including Change Management and persuasive consensus building.
• Ownership of Customer Success initiatives and customer-first business approach.
• Create development plans and strategies for personnel within structure.
• Develop customer service incentive plan through employee retention programs that support customer loyalty.
• Advocate for department with all levels of the organization, including developing OKRs, KPIs, Metrics, SLAs, narratives and data to support advocacy.
• Coordinate with internal departments to improve customer service and business productivity.
• Develop procedures and policies for better handling of customer correspondence and customer complaints.
• Develop strategies to increase the quality and efficiency of support to customers.
• Monitor business and process metrics to measure and manage customer service effectiveness.
• Ensure all customer inquiries are handled in an accurate and timely fashion.
• Collaborate with sales and marketing team to maximize revenues and customer loyalty.
• Maintain in-depth working knowledge of the company’s brands, systems and processes.
• Schedule meetings with the internal teams to discuss and resolve customer service failures/concerns.
• Build strong relationships with customers for new business development opportunities.
• Conduct staff meetings.
• Project and Change management, as assigned by manager.
• Perform other reasonably related tasks as assigned by manager.
• Work with Training Manager to develop training program for team members.

Ancillary Responsibilities:

• Coordination with Sales Directors to ensure strong internal support from Customer Service to allow more time for Sales Account Managers to sell.
• Coordination with Operations, Finance, and Regulatory teams to ensure Customer Service is following correct procedures.

Qualifications

Required:

• 7+ years customer service management experience; understanding industry trends and best practices.
• 5+ years of senior level experience, including business process transformation activities.
• Ability to quickly learn software and IT tools.
• Expertise in Change Management.
• Bachelor’s Degree
• Strong written and communication skills in order to communicate with all levels of management, internal personnel and customers/clients/partners.

Preferred:

• 2+ years Hazardous Waste regulatory knowledge (RCRA, DOT, State)
• 5+ years Salesforce.com or other CRM experience
• 5+ years of System Integration experience.

Additional Information

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