Customer Solutions Coordinator

Customer Solutions Coordinator

As a Customer Solutions Coordinator you will be responsible for orchestrating the service delivery process for Arcwood customers. This role will lead and guide the customer through the entire process for service delivery, including establishing customer profiles and eventually transferring required information for customer invoicing.

• Prioritizes health and safety by adhering to policies, processes, and maintaining safe practices at all times
• Follows all processes and standards implemented by regional leadership and the Customer Experience excellence team
• 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
• Ensures that relevant parties (Technical Solutions Coordinator, Technical Services, Logistics, etc.) have input into the process at the appropriate stages and in a timely manner
• 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)
• Receives customer requests from Transport and Disposal services; creates orders in the system, partners with the customer to obtain all required information to create accurate and detailed service requests and follows up on service to ensure satisfaction
• 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
• Partners with Operations on discrepancies and off-specs in the waste Arcwood collects and ensures they are recorded in a systematic way for further review
• 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
• Provides support from an Arcwood Service Center location (ideally, one supported by this role) and proactively builds knowledge by asking questions of technical staff, participating in ride-a-longs and visiting customer sites
• Prioritizes in-person and phone discussions to resolve issues with internal teams to minimize emails generated; approaches communications with customers in a similar way to build rapport, unless otherwise indicated by the customer's preferences
• 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-
• In lieu of degree, 6+ years of customer experience, project management, or office experience (required)
• Previous experience within environmental waste or a related technical area (preferred)

Benefits, Compensation & Workforce Diversity

Arcwood offers stability you can count on and opportunities to grow. We provide steady work, competitive pay, and above-market benefits that reflect the importance of what we do. As we continue to grow, you'll have the chance to build skills, take on new challenges, and build a career. When you join Arcwood, you join a team that honors its legacy, values hardworking people, and shows up every day to protect people, communities, and the future we share. Arcwood is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to disability or protected veteran status, in accordance with applicable federal laws. A post-offer drug screen and background check will be required. Physical Job Requirements