Customer Solutions Coordinator

Essential Functions & Responsibilities

• Prioritizes health and safety by adhering to policies, processes, and maintaining safe practices at all times
• Serves 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
• Maintains ownership of communications (both internal and external) for all aspects of the service delivery process
• Responds to inbound requests from new customers, providing standard quotes for Tier 4 customers (inside sales) and transitions customer support to the appropriate Sales team contacts
• Participates in the transition process from Sales to Service Delivery regions for new customers and facilitates the onboarding of new customers, ensuring the customer is made aware of Arcwood processes and appropriately set up within Arcwood systems
• Utilizes knowledge of chemistry principles and DOT/RCRA regulations to create and assist customers with the completion of waste profiles
• Maintains an understanding of Arcwood facilities, treatment capabilities, and internal process codes; partners with Technical Solutions Coordinator to provide preapproval for bringing waste into our network – in the event waste materials are complex, seeks centralized team expertise
• Provides approval for generic and copy-over profiles
• Ensures that records of customer prices are updated and match the quoted rates; communicates new quotes/finalized prices to the customer and ensures that all prices and quotes are aligned with Arcwood policies and approved by Account Managers (except for Tier 4)
• Creates shipping documentation, manifests, and labels as needed
• Ensures the proper destination for waste, seeking input from Technical Solutions Specialists when needed: For internal treatment and disposal: ensures that waste stream is approved in a reasonable time to meet customer expectations For third-party treatment and disposal: partners with regional team and third-party approvals to obtain TSDF approvals, prices and transport/logistics
• Works to move discrepancies or off-specs out of the review holding area as quickly as possible; identifies systematic or recurring issues and escalates to leadership so issue root causes can be resolved
• Transfers required information to the Billing team, according to standards established by Billing, ensuring the timely and accurate issuing of invoices; serves as the coordinator for responding to any billing or customer invoice queries as needed
• Maintains accurate records of customer contacts and requirements within Arcwood systems
• Takes on additional duties as assigned to support the team and organization

Education

• High school diploma or equivalent (required)
• Bachelor’s degree in environmental science or related field (preferred)

Experience

• 2+ years of relevant customer experience, project management or office experience (required)
• -OR-
• 6+ years of customer experience, project management, or office experience (required)
• Previous experience within environmental waste or a related technical area (preferred)