Director Waste Services - Internal Customer Experience

Company Description

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

Every day our teams across the country take a hands-on, dedicated approach to recycling and beneficially reusing waste that would otherwise go into landfills. We value our employees as our most important asset, and this is reflected in many areas across our company including recently being named a 2024 Most Loved Workplace ®. We are committed to creating a positive work culture that fosters growth and development while ensuring the health and safety of our employees

Job Description

The successful candidate will possess deep environmental industry knowledge. Directs and oversees all aspects of department policies, objectives and initiatives. Develops service level standards focused on response times and issue resolution. Ensures customer support policies produce high quality customer expectations and reflect industry best practices. Align the team’s activities and initiatives that support and enhance the objectives of the organization of volume growth and churn reduction/mitigation. Direct management of the Customer Support team managing the order process within the team member’s assigned geography, plant and or service center.. Have physical presence with plant operations and regional customer support management roles. This position requires a mindset of problem solving and continuous improvement.

Manage hiring, training oversight, retention and performance of the customer support team

o Directly lead, manage, develop and motivate Customer Support Managers within the assigned geography, plant and/or service center.

· Ensure compliance with regulatory requirements impacting customer care function.

· Work with leadership to develop team incentive plan through retention programs to ensure customer loyalty.

· Coordinate with internal departments to improve support and business productivity.

· Develop procedures and polices for better handling of internal customer correspondence and customer complaints while managing the details of continuous improvement data.

· Develop strategies to increase the quality and efficiency of support to customers.

· Monitor business and process metrics to measure and manage effectiveness.

· Ensure all internal customer inquiries are handled in an accurate and timely fashion.

· Collaborate with sales and marketing team to maximize revenues and customer loyalty

· Align on personnel assignments for complete coverage to manage the order process effectively and accurately.

· Helps to delineate work and organizational structure between customer facing and internal facing activities through process clarity.

· Maintain in-depth working knowledge of the company’s brands, systems and processes.

· Schedule meetings with the internal teams to discuss and resolve both internal and external customer failures/concerns.

· Build strong relationships with customers for new business development opportunities.

· Conduct staff meetings and routine one on ones with direct reports and cross functional peers.

· May contribute to the development of customer QBR content and attend meetings with customers in person when requested (determined by Sales and Leadership).

· 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

Qualifications

Basic Qualifications:

· 7+ years of cross functional managerial experience in the environmental industry.

· 7+ years customer service or operational experience; understanding industry trends and best practices.

· Bachelor’s Degree or higher preferred.

· 3+ years in complimentary department (sales, operations).

· Understanding of the importance of work assignments and team development to ensure consistency and a partnered approach with internally/externally customer base nationally.

· Partners with Sr Director National Customer Programs and Retail to delineate work and ease of doing business.

· Ability to manage expenses for travel and that of teams.

· Strong written and communication skills to communicate with all levels of management, internal personnel and customers/clients/partners.

Preferred Qualifications: 

· 7+ years Hazardous Waste regulatory knowledge (RCRA, DOT, State)

· Managerial experience in Customer Service, Operations or related discipline

· 3+ ye