Logistics Account Coordinator

Waste Management, Inc.•Houston, TX

10d•Onsite

About The Position

The Logistics Account Coordinator ensures excellent customer service by processing orders accurately and promptly and providing logistics support for domestic and international movement of recycled materials. The role coordinates with other departments and business partners to meet customer needs, serves as a first point of contact for general inquiries, and builds relationships with clients and suppliers through prompt, accurate service. The employee must be available during working hours of 7:30 AM–4:30 PM CST. The position manages customer and vendor communications, shipment scheduling and tracking, freight arrangements, shipment documentation, invoicing and payments, and resolution of service issues involving customers, vendors, carriers, and railroads. It also collaborates with sales representatives and other supervisors or managers, contributes to team meetings, and works toward call center service and operational goals. The role may provide direction or support to less experienced Customer Service Representatives. The normal work setting is an office. WM offers eligible employees a competitive total compensation package, including medical, dental, vision, life insurance, short-term disability, a stock purchase plan, company matching on a 401(k), and paid vacation, holidays, and personal days. Benefits may vary by site.

Requirements

High school diploma or accredited GED.
Two years of relevant work experience in a customer service role.
Experience with Microsoft Office; basic Excel skills are required.
Work experience requiring the use of a computer.
Must be able to live and work in the U.S.

Responsibilities

Communicate with customers to monitor inventories, anticipate production needs, and schedule equipment for moving waste by-products.
Arrange and negotiate third-party freight costs when needed, using WM-approved carriers to ensure timely customer pickups.
Monitor and maintain shipment status in the computer system.
Respond promptly to customer complaints and investigate and resolve shipment issues for vendors and customers.
Contact customers to arrange deliveries and provide information about delays or delivery setup; initiate carrier and railroad traces for proof of delivery when needed.
Review pricing with the Sales and Marketing groups.
Develop working relationships with vendors, customers, and outside freight carriers.
Prepare required shipment documentation, including export documentation for overseas mills when applicable.
Contact customers to support timely, accurate invoicing; record and prepare vendor payments according to contracted terms; ensure correct freight and special-charge billing; and issue debits and credits as needed.
Resolve waste-material downgrades and rejects by working with customers and vendors, gathering cost information, and negotiating pricing to minimize impact, subject to account manager approval.
Coordinate services with other supervisors and managers and keep them informed as issues arise.
Maintain a knowledgeable, enthusiastic, and positive attitude that promotes confidence and reflects WMRA’s desired professional image.
Attend and contribute to periodic meetings to support positive working relationships, morale, productivity, and efficiency.
Provide timely feedback to the direct supervisor about service failures, customer complaints, and other matters requiring attention.
Provide timely and accurate responses to customer inquiries about order status and product knowledge.
Meet or exceed call center service and operational goals, including productivity, quality, and timeliness.
Collaborate with sales representatives to meet customer service expectations and develop solutions for smooth material movement.
Perform other assigned special projects and tasks.
May provide direction or support to less experienced Customer Service Representatives.