Manager, Customer Service

Crystal Clean (CC) is one of the nation’s leading privately held companies in the environmental waste services industry. We are seeking highly motivated individuals with a strong work ethic to join our rapidly growing company. Crystal Clean offers competitive compensation, excellent benefits, and opportunities for advancement.

Purpose: Oversee the Customer Service program at Crystal-Clean’s Ohio TSDF as well as any other overlapping customer service needs throughout the organization.   

Duties of the position:  Manages the activities of Customer Service and engaged in handling day-to-day issues regarding the company's environmental and Industrial services by performing the following duties. Acts as customer contact for day-to-day issues regarding the company’s Environmental and Industrial services. Interfaces with customers, sales force and operations to ensure smooth acceptance and management of waste services.

 Essential Duties:

• Provide support and reports to the General Manager and work closely with Sales/Marketing
• Primary interface with customers
• Works with Sales Representatives on pricing and with Operations on waste approvals, scheduling, and transportation issues.
• Provides employees support and guidance on the technical accuracy, and professional interaction with customers.
• Recommends approaches and services to deal with customer issues. Answers questions about service. Acts as an advocate for customers.
• Determines work procedures, record retention, prepares work schedules, and expedites workflow.
• Studies and standardizes procedures to improve efficiency of system.
• Interface with customers and operations to make sure job/projects are completed as requested.
• Provides proposals in reply to customer's requests for services.
• May arrange for off-site shipments, prepare profile, manifest, and correspond with transportation department.
• Ensures that Customer Service supports sales representatives in their effort to secure and maintain a client base.
• Gather information and complete audits forms for customers.
• Work with legal to complete contracts.
• Some travel with sales representatives to meet customers.
• Talks with customers by phone or in person about profiles and what is needed for approval.
• May be responsible for signed manifests and invoices. Performs other, related duties as assigned. These are duties which may not be specifically listed in the class specification or position description, but which are within the general occupational series and responsibility level typically associated with the employee’s class of work.
• Other reasonable duties as assigned.

Skills:

• Ability to read, analyze, and interpret the most complex documents and to respond effectively to the most sensitive inquiries or complaints.
• Ability to write speeches and articles using original or innovative techniques or styles.
• Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

SUPERVISORY RESPONSIBILITIES

This position has supervisory responsibilities.

• Responsible for the customer service activities of a large operation.
• Must have good leadership skills to motivates and guide others to ensure performance in accordance with clear expectations and goals.
• Must possess good oral and written communication skills;
  • Customer service oriented with a strong desire to meet the clients’ needs.
  • Decision making skills to select an effective course of action while controlling resources and expenditures.

Education/Experience

• Bachelor’s degree (B. A.) or related experience and/or training; or equivalent combination of education and experience.
• A minimum of 5 years’ experience in environmental or related field.
• Knowledge of TSCA, RCRA HAZMAT, and OSHA regulations a plus.

HEALTH AND SAFETY DUTIES AND RESPONSIBILITIES

While performing this job, the employee is responsible for continuous adherence to the Company’s Health & Safety Program. This includes: the health and safety of themselves and their coworkers, completing tasks in a safe manner, attending safety meetings and mandatory H&S training, and reporting any unsafe conditions, acts or unanticipated hazards to their Supervisor, General Manager or Health and Safety Specialist. Duties and responsibilities are detailed in the H&S Program Master Document and will be provided by the H&S Specialist and/or the direct supervisor during new-hire orientation, training sessions or upon request. ENVIRONMENTAL COMPLIANCE Employees are required to report any concerns associated with environmental compliance to their supervisor, General Manager or Environmental Manager. Employees are also required to complete training in hazardous waste management procedures, emergency response and other topics as outlined in the facility’s training program and/or an individual training matrix.

COMPLIANCE STATEMENT

The personal and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PERSONAL DEMANDS

While performing the duties of this job, the employee will have a high level of customer contact; deals with confidential information, may work alone, work extended hours with frequent interruptions and repetitious operations. Must be able to work under the stress of meeting many requests from various departments and individuals, sometimes with conflicting deadlines. Employee shall always demonstrate cooperative behavior with colleagues, clients, customers and vendors.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit; use hands for data entry, handle, or feel; reach with hands and arms; and talk or hear. Occasional lifting, bending, stooping, or sitting in a confined position. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT

Office environment. The noise level in the work environment is usually quiet as in an office environment.

Crystal Clean LLC is an Equal Opportunity Employer. Crystal Clean expressly values diversity, equity, and inclusion, and encourages the applications of individuals from diverse backgrounds, so that Crystal Clean reflects the communities and customers that we serve.