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Client Services Specialist - Milwaukee, WI

Company: Covanta Holding Corporation
Location: Milwaukee
Posted on: April 1, 2024

Job Description:

Who we are

For more than 40 years, Covanta has been at the forefront of sustainable materials management, providing companies and communities world-class waste and resource solutions.

Through our diverse and scalable full-service capabilities, we're leading the charge to a carbon-negative future-reducing, reusing, recycling and reimagining waste for the benefit of both people and planet.

Our differentiator comes from our vast ecosystem of technology, facilities, and partnerships, trusted by the world's largest organizations to solve their most pressing environmental challenges, and achieve their most ambitious environmental, social, and governance (ESG) goals.

All that we're missing is you. Join us today!!

Our values

Diversity, inclusivity, engagement-these are the values that help us foster a strong sense of community within Covanta. By embracing the unique talents, perspectives, and experiences of our employees, we cultivate an environment that embraces teamwork, encourages open dialogue, and provides opportunities for growth.

About the role

Company Description

Covanta is a leading provider of environmental solutions across various industries, including heavy-light manufacturing, chemicals, pharmaceuticals, consumer products, health and beauty, food, automotive, environmental consultants, municipalities, and other industrial manufacturers. Our services help solve some of the toughest challenges faced by these industries. Our mission is simple: To develop and deliver waste and risk elimination solutions that positively benefit our Clients, our community, and our environment.

Covanta offers our valued team members:

  • Day-1 Benefits
  • Industry-leading retirement plan
  • Employee Assistance Program (EAP)
  • Wellness Incentive & Rewards Program
  • Round-the-clock support through our Health Advocate partnership
  • Career development and mentorship
  • Educational assistance to help you invest in your future
  • And much more

    Client Services Specialist II (CSS) is integral to the Customer Care department. CSS primary focus is to fulfill several essential tasks related to delivering a product or service to a client. Serves as the direct link between the Company and the client, managing day-to-day affairs and ensuring customer satisfaction. Interact with customers to provide all the necessary information they need and process information in response to inquiries and concerns. CSS will be assigned with one or more Solutions Sales Manager (SSM) & provide support as required. CSS will also work closely with one or more Client Retention Specialist.

    Requirements:
    • Ability to answer client questions for proper completion of Covanta's Material Characterization Form (MCF)
    • Ability to read, interpret and speak to Safety Data Sheets (SDS)
    • Review MCF for completeness, prior to forwarding to Profiling team
    • Ability to lead, motivate & grow team members under direct supervision
    • Have knowledge & ability to articulate the various types of transportation vehicles (van, roll-off, self-dump, ect) to effectively assist client with potential transportation needs.
    • Build positive working relationships among all stake holders to ensure excellent client satisfaction by providing proactive seamless solutions with high degree of communication.
    • Independently generate client proposal (according to prescribed pricing list) on behalf of SSM and/or generate per the direction of SSM or Direct Manager
    • Responsible for logging profiles in CRM/NetSuite Golden Gate
    • Log waste profile paperwork and track progress until final approval package is issued.
    • Check all approval packages for completeness prior to forwarding to client
    • Issue and review approval package with client to ensure they fully understand shipping requirements and terms & conditions (T&Cs), etc.
    • Ability to work closely across all departments, such as, but not limited to, materials profiling team, material compliance(QA/QC), scheduling, dispatch, sales, supply chain, etc. to resolve issues and/or exchange client information
    • Ensure data in CRM, NSGG, DMS, People Soft (PS) are entered correctly, as necessary
    • Ability to learn & fully understand Energy to Waste and Material Processing Facilities capabilities, services, and processes to effectively communicate with clients and offer alternative solutions within Covanta portfolio.
    • Primary duty is to execute business retention calls to recurring clients according to prescribed script
    • Drive repeat business by making each client a priority, by listening to client's needs, offering solutions, educate client of service offerings, engaging support from SSM, CSS or Direct Manager.
    • Retain call records and enter into CES tracking software system to provide key performance indicators (KPI's) for client base
    • Resolve assigned Process Map cases within the prescribed timeframe
    • Will be assigned with one or more Solution Sales Manager (SSM) to provide support.
    • Promptly address & resolve issues escalated from Client Retention Specialist (CRS) & SSM
    • Answer, screen and route incoming telephone calls in an efficient, courteous and professional manner; maintain flow of e-mail, maintain customer relations.
    • Act as liaison between client, SSM, CRS, Material Profiling, Material Compliance, etc
    • Collaborate internally & provide resolution to client in a prompt manner, which may require engaging SSM, CRS and/or Direct Manager.
    • Provide reporting and analysis to customers and/or internally, as required & assigned.
    • Ability to analyze needs, recognize potential issues, research alternatives, provide solutions and work through to completion.
    • Respond to client feedback and address service complaints promptly.
    • Assist with aged receivable collection as required.
    • Explain to clients about new products and benefits
    • Participate in client meetings, as needed
    • All other duties as assigned

      QUALIFICATIONS:
      • RCRA, DOT & HazCom training, preferred but not required
      • Desire to have direct customer-facing & provide a high level of customer service.
      • Experience in the waste or recycling industry preferred.
      • Experience supervising direct reports or resources allocated to larger project is preferred (not required)
      • Three to five years of supervisory and inside sales experience.
      • Ability to use sound judgment and problem-solve in a fast-paced environment.
      • Ability to collaborate and build effective relationships at all levels of the organization.
      • Ability to handle multiple projects, prioritize, meet deadlines, and work independently with initiative in a fast-paced environment.
      • Ability to follow detailed oral and written instructions.
      • Possession of strong organizational skills.
      • Ability to effectively communicate at all levels, both orally and in written form.
      • Proficiency with various computer software packages.
      • 3+ years of relevant experience and a degree in related field preferred

        Our DEI Commitment

        Covanta is an Equal Opportunity Employer, has developed an Affirmative Action Program (AAP), and will not discriminate against any qualified applicants because of race, color, religion, sex, national origin, sexual orientation, gender identity, disability (including perceived disability, physical, mental, and/or intellectual disabilities), veteran status, liability for service in the Armed Forces of the United States, or any other characteristic protected by law.

        Know Your Rights (Click to view poster)

        Please note that Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

        If you are an individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site because of your disability. You can request reasonable accommodations by going to Covanta.com and clicking on the 'Contact Us' button. Under Inquires, select 'Careers' in the Interest field, fill out all required fields including your message. In the message section, please note this is a 'Job Application Accommodation Request'.

Keywords: Covanta Holding Corporation, Milwaukee , Client Services Specialist - Milwaukee, WI, Other , Milwaukee, Wisconsin

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