Specialist, Logistics Solutions

Waste Management, Inc. (WM)•Gaithersburg, MD

1d•Onsite

About The Position

The Specialist, Logistics Solutions plays a pivotal role in resolving high-impact service issues escalated by internal stakeholders, including Sales, Customer Experience, National Accounts, and field operations. This position requires advanced problem-solving, cross-functional coordination, and the ability to manage complex service recovery efforts across all lines of business. The Specialist serves as a subject matter expert and escalation point, ensuring timely resolution, root cause analysis, and continuous improvement in customer satisfaction and operational efficiency.

Requirements

High School Diploma or G.E.D.
3 years of relevant work experience with working in a team setting, with the ability to communicate to several areas effectively
3 years Multi-tasking in a fast-paced work environment with excellent organizational skills.
Experience working cross-functionally with internal teams to resolve service issues.

Nice To Haves

Bachelor's Degree (accredited)
Familiarity with CRM and case management tools (e.g., Salesforce, ServiceNow).

Responsibilities

Act as the primary contact for escalated service issues from internal teams, including Sales, Customer Experience, and Operations, across multiple communication channels (phone, email, chat, and case management systems).
Analyze and resolve complex service disruptions by coordinating with dispatch, site leadership, and cross-functional teams to implement timely and effective solutions.
Manage a high volume of escalations independently, prioritizing cases based on urgency and business impact.
Maintain detailed and accurate documentation of all escalation cases, tracking trends and contributing to process improvement initiatives.