Customer Solutions Coordinator

Arcwood Environmental, LLC • Carthage, MO

6d • Onsite

About The Position

As a Customer Solutions Coordinator, you will be responsible for orchestrating the service delivery process for Arcwood customers. This role will lead and guide the customer through the entire process for service delivery, including establishing customer profiles and eventually transferring required information for customer invoicing. You will serve as the primary point of contact for customers within an assigned service center, providing an excellent customer experience by orchestrating all aspects of the service delivery process. This role ensures that relevant parties (Technical Solutions Coordinator, Technical Services, Logistics, etc.) have input into the process at the appropriate stages and in a timely manner, and maintains ownership of communications (both internal and external) for all aspects of the service delivery process. You will respond to inbound requests from new customers, providing standard quotes for Tier 4 customers (inside sales) and transitioning customer support to the appropriate Sales team contacts. You will participate in the transition process from Sales to Service Delivery regions for new customers and facilitate the onboarding of new customers, ensuring the customer is made aware of Arcwood processes and appropriately set up within Arcwood systems. Additionally, you will utilize knowledge of chemistry principles and DOT/RCRA regulations to create and assist customers with the completion of waste profiles, and maintain an understanding of Arcwood facilities, treatment capabilities, and internal process codes. You will partner with the Technical Solutions Coordinator to provide preapproval for bringing waste into our network, and in the event waste materials are complex, seek centralized team expertise. You will provide approval for generic and copy-over profiles. You will ensure that records of customer prices are updated and match the quoted rates, communicate new quotes/finalized prices to the customer, and ensure that all prices and quotes are aligned with Arcwood policies and approved by Account Managers (except for Tier 4). You will receive customer requests from Transport and Disposal services, create orders in the system, partner with the customer to obtain all required information to create accurate and detailed service requests, and follow up on service to ensure satisfaction. You will create shipping documentation, manifests, and labels as needed. You will ensure the proper destination for waste, seeking input from Technical Solutions Specialists when needed. For internal treatment and disposal, you will ensure that waste stream is approved in a reasonable time to meet customer expectations. For third-party treatment and disposal, you will partner with the regional team and third-party approvals to obtain TSDF approvals, prices, and transport/logistics. You will partner with Operations on discrepancies and off-specs in the waste Arcwood collects and ensure they are recorded in a systematic way for further review. You will work to move discrepancies or off-specs out of the review holding area as quickly as possible, identifying systematic or recurring issues and escalating to leadership so issue root causes can be resolved. You will transfer required information to the Billing team, according to standards established by Billing, ensuring the timely and accurate issuing of invoices, and serve as the coordinator for responding to any billing or customer invoice queries as needed. You will maintain accurate records of customer contacts and requirements within Arcwood systems. You will provide support from an Arcwood Service Center location (ideally, one supported by this role) and proactively build knowledge by asking questions of technical staff, participating in ride-a-longs and visiting customer sites. You will prioritize in-person and phone discussions to resolve issues with internal teams to minimize emails generated, and approach communications with customers in a similar way to build rapport, unless otherwise indicated by the customer’s preferences. You will also take on additional duties as assigned to support the team and organization.

Requirements

• High school diploma or equivalent (required)
• 2+ years of relevant customer experience, project management or office experience (required)
• OR In lieu of degree, 6+ years of customer experience, project management, or office experience (required)

Nice To Haves

• Bachelor’s degree in environmental science or related field (preferred)
• Previous experience within environmental waste or a related technical area (preferred)

Responsibilities

• Orchestrate the service delivery process for Arcwood customers.
• Lead and guide the customer through the entire process for service delivery, including establishing customer profiles and transferring required information for customer invoicing.
• Serve as the primary point of contact for customers within an assigned service center, providing an excellent customer experience.
• Ensure relevant parties have input into the process at the appropriate stages and in a timely manner.
• Maintain ownership of communications (both internal and external) for all aspects of the service delivery process.
• Respond to inbound requests from new customers, providing standard quotes for Tier 4 customers and transitioning customer support to the appropriate Sales team contacts.
• Participate in the transition process from Sales to Service Delivery regions for new customers and facilitate the onboarding of new customers.
• Utilize knowledge of chemistry principles and DOT/RCRA regulations to create and assist customers with the completion of waste profiles.
• Maintain an understanding of Arcwood facilities, treatment capabilities, and internal process codes.
• Partner with Technical Solutions Coordinator to provide preapproval for bringing waste into our network.
• Seek centralized team expertise for complex waste materials.
• Provide approval for generic and copy-over profiles.
• Ensure records of customer prices are updated and match quoted rates.
• Communicate new quotes/finalized prices to the customer.
• Ensure all prices and quotes are aligned with Arcwood policies and approved by Account Managers (except for Tier 4).
• Create orders in the system based on customer requests from Transport and Disposal services.
• Partner with the customer to obtain all required information to create accurate and detailed service requests.
• Follow up on service to ensure satisfaction.
• Create shipping documentation, manifests, and labels as needed.
• Ensure the proper destination for waste, seeking input from Technical Solutions Specialists when needed.
• Partner with the regional team and third-party approvals to obtain TSDF approvals, prices, and transport/logistics for third-party treatment and disposal.
• Partner with Operations on discrepancies and off-specs in the waste Arcwood collects and ensure they are recorded systematically.
• Work to move discrepancies or off-specs out of the review holding area as quickly as possible.
• Identify systematic or recurring issues and escalate to leadership.
• Transfer required information to the Billing team, ensuring timely and accurate issuing of invoices.
• Serve as the coordinator for responding to any billing or customer invoice queries.
• Maintain accurate records of customer contacts and requirements within Arcwood systems.
• Provide support from an Arcwood Service Center location.
• Proactively build knowledge by asking questions of technical staff, participating in ride-a-longs and visiting customer sites.
• Prioritize in-person and phone discussions to resolve issues with internal teams.
• Approach communications with customers to build rapport, unless otherwise indicated by the customer’s preferences.
• Take on additional duties as assigned to support the team and organization.

Benefits

• Stability you can count on
• Opportunities to grow
• Steady work
• Competitive pay
• Above-market benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED