Order Management Team Representative I

Job Description

Job Description

Description:

Reporting to the Manager, Centralized Order Management Team (and Supervisor, Order Management Team), this position will be responsible for ensuring completion of assigned tasks within Tier I responsibilities with regards to handling of customer orders in accordance with WRE standard operating procedures and service level expectations. Primary responsibilities will include, work order capturing customer orders for processing, order review and mediation, order closure, and resolving post closure work order inquiries. Understanding of basic Order closing is required for this role.

Location Requirement: This is a remote role; however, candidates must reside within 25 miles of one of our branch locations in the following states: Connecticut, Florida, Georgia, Maryland, Massachusetts, New Hampshire, New Jersey, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Vermont, Virginia

To view specific branch cities, please visit:

Target Rate Range: $21.61 - $23.83 per hour

Essential Duties and Responsibilities / General Order Management Team Duties

• Monitors Jira queues to identify and distribute request to appropriate users, including but not limited to: customer work order submissions, customer account modifications, customer inquiries, work order and/or frequency modifications
• Support corrections and updates within Martha regarding pricing
• Support rescheduling of customer work orders (e.g. weather disruptions, emergencies, etc.) as directed
• Performing quality control reviews over work orders entered into Martha from other sources (e.g. customer portal, customer service, regional teams) and making corrections as necessary
• Oversee and ensure conflicts are resolved in a timely manner.
• Work closely with other departments and functions, such as Dispatching, Operations, Customer Support, and Sales/Preferred Client Services (PCS) to ensure accuracy of work orders
• Establish and maintain effective and cooperative working relationships with commercial and residential customers
• Perform other duties and special projects as assigned by management.

Tier I Duties

• Responsible for timely and accurate closure of customer work orders in Martha for assigned customer categories and lines of business in accordance with WRE standard operating procedures, including review for accurate use of line items and appropriate pricing
• Prepares and distributes waste manifests, pumping reports and disposal reporting as directed (daily, weekly, monthly)

Requirements / Knowledge Skills and Abilities

• Must demonstrate a clear understanding of order management concepts, use of systems and best practices.
• Excellent verbal and written communication skills.
• Ability to understand instructions furnished in written, oral or diagram form.
• Proficient in Microsoft Office. Including Excel, Word, Sharepoint, and Outlook
• Ability to read and interpret documents including Company policies and procedures
• Ability to speak, cooperate and communicate effectively and professionally with customers, co-workers and management.
• Ability to work independently and manage pressure to meet deadlines.
• Ability to perform basic math functions.
• Ability to work in a fast-paced environment and adapt to change quickly
• Highly detail oriented, and able to note customer accounts with such details.
• Ability to learn operating procedures quickly and be able to execute consistently up to standard.
• Ability to respond to and maintain sensitive requests from regulatory agencies as necessary.

Minimum Education/Experience/Qualifications

• Must have High School Diploma or Equivalent
• 3 years High Volume order entry or relevant experience.
• Proficient with Microsoft Office tools
• Must be able to operate in a drug-free workplace

Key Relationships

• Order Management Team
• Administrative Personnel through WRE
• Operations Management
• Dispatch Leadership
• Customer Service Leadership
• Preferred Client Services/Sales Representatives

Wind River Environmental services and maintains a broad array of non-hazardous liquid waste systems, including grease traps, septic tanks and related waste systems. Headquartered in Marlborough, MA we offer a full suite of services to business, residential and municipal customers throughout the East Coast.

EEO Statement: Wind River Environment LLC is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.