Strategic Partnership Specialist (Customer Care)

About the role

Recycle Track Systems (RTS) was developed with a desire to do better. We are committed to evolving and challenging the waste industry to be better stewards of the environment. We utilize technology, data analytics, sustainability expertise, and operational excellence to help people and businesses incorporate sustainability into their daily routines. Our passion for sustainability and innovation allows us to guide businesses to a future of reaching a goal of zero waste. Our technology platform utilizes sensors, GPS tracking, and highly engaged partner haulers to provide waste management and recycling services and track materials from their source to recycling and composting facilities. Our sustainability experts analyze the data generated by the platform to help our customers make tangible improvements to their waste management and recycling efforts. Ultimately, we are innovating to treat waste as a component material for other products in the circular economy so that as little as possible is deposited into landfills or incinerators.

This position takes a customer and hauling partner approach, excelling not only in the delivery of outstanding client support to both internal and external clients but also in actively executing functions related to account management, procurement, and processing service requests within our customers' processes. The role involves managing the entire customer life cycle to ensure business retention, overseeing a book of business to establish long-term partnerships and improve profit margins for both customers and vendors, and leveraging strategic thinking to maximize operational efficiencies by analyzing data to implement predictive solutions. The overarching goal is to enhance sustainability while elevating the overall customer and vendor experience.

Schedule

Rotating weekend schedule. Flexibility and consistency are important to support both customer and operational needs. This position is remote and available to candidates residing in the following states:

• Connecticut
• Florida
• Georgia
• Indiana
• Kansas
• Maryland
• Massachusetts
• Michigan
• New Jersey
• New York
• North Carolina
• Ohio
• Pennsylvania
• Texas
• Tennessee
• Virginia

Responsibilities

• Effectively manage and grow Book of Business in the Strategic Partnership Team
• Ensure retention metrics and customers remain under long-term contracts
• Generate new opportunities within existing customer network for new sites, adding new services for existing customers
• Attend sales meetings and conduct business reviews with Key Accounts regularly
• Ensure daily use of CRM for customer activities and sales pipeline management
• Use customer and prospect CRM management software and update relevant information held in these systems daily
• Monitor customer activity and proactively make recommendations for service changes or other solutions to better meet their needs
• Guide customers as an industry expert on waste and recycling technology, diversion opportunities, city bylaws and other regulations to set and meet waste and recycling goals
• Work in conjunction with the Sustainability department to assist customers with complex needs around waste auditing, diversion reporting, and other services as required
• Attend and present at client meetings as well as at other company functions, networking events or as necessary to perform duties and manage customer portfolio
• Execute service requests directly with hauling partners, including but not limited to extra pickups, temporary bins, roll-off haul requests
• Other duties or projects as requested

Requirements

• 2+ years experience in Account Management, procurement negotiations, and/or customer success
• Previous experience in the waste and recycling industry
• Bachelor degree or equivalent
• Excellent verbal and written communication skills
• Ability to provide excellent project execution via strong task prioritization and multi-tasking ability with minimal supervision
• Demonstrates a willingness to not only ensure the job is done, but also accept responsibility for the results
• Self-driven with the ability to effectively prioritize and execute tasks
• Ability to work in a team environment, while delivering independent results
• High degree of knowledge of service industry is preferred
• Experience working in robust Enterprise Resource Planning (ERP) system such as Microsoft Dynamics, Oracle, SAP or NetSuite

Qualifications

• Previous experience in business analysis & diversion is an asset
• Fluency in other languages an asset

Benefits

• Medical, Dental, Vision, Life Insurance, and Short-Term Disability
• Paid Vacation, Holidays, and Sick Days
• Additional educational opportunities and training may be available at the approval of management

Pay

The pay range for this role is $26.44 – $28.84 per hour (US).

Hiring process

• Chat with our talent acquisition team
• Meet with the hiring manager and potential team
• Meet with one of our leaders and learn more about your career at RTS