Customer Experience Representative

The Opportunity

We are seeking a dynamic and motivated Customer Experience Representative to join our team. In this pivotal role, you will serve as the primary day-to-day point of contact for our customers, driving meaningful partnerships that enhance customer satisfaction and loyalty. Your responsibilities will include collaborating closely with internal stakeholders, such as sales and operations, to ensure seamless service delivery and address customer needs effectively.

Key Responsibilities

Day-to-day Point of Contact with Customers

• Manage all customer inquiries, issues, and concerns, partnered with a Sales Representative or Account Manager, to deliver exceptional customer satisfaction.
• Assist customers in their use of the Tradebe Customer Portal so that they can self-service issues that do not require your attention.
• Develop and maintain positive relationships with external customers, understanding and communicating their needs so that we can drive aligned and product partnerships. 
• Coordinate with the transportation team to schedule and confirm appointments for customer pickups and delivery.
• Manage incoming customer calls and resolve problems as they arise.

Quoting and Business Growth

• Provide customers with accurate quotes for potential waste streams.
• Work across internal departments, including pricing and approvals, to ensure that quotes and expectations are accurately captured and communicated clearly.
• Submit new customer contract pricing to the pricing team and update as needed.
• Work across Tradebe sites and teams to ensure customer information flows properly, including departments such as Billing and AR.

Sales Partnership

• Effectively utilize, coordinate, and cultivate strong relationships with Sales to deliver a seamless customer experience. 
• Communicate clearly and effectively, working with Sales, to escalate issues appropriately and in a timely manner.
• Utilize appropriate systems and tools to provide customer support, troubleshooting, assisting in obtaining information, answering questions, consulting on profile changes, and resolving problems and special requests. 
   

Qualifications

• Education: High school diploma required. 5+ years of experience in a customer success, experience, or service role. Bachelor’s degree preferred. 
• Experience: Proven experience in an administrative support role, preferably in customer service or a related field. 
• Skills:
  • Strong organizational skills and attention to detail.
  • Excellent communication skills, both verbal and written.
  • Proactive, positive attitude. 
  • Demonstrated problem-solving abilities, particularly in a fast-paced environment.
  • Proven proficiency in multitasking while maintaining excellent attention to detail. 
  • Critical thinking skills and an initiative-taking approach to tasks.
  • Demonstrated knowledge of Microsoft suite, specifically Outlook, PowerPoint, and Excel required.
  • Proficiency in SAP is highly desirable.
  • Previous experience with environmental services or waste management highly desirable. 
  • Knowledge of RCRA and waste profiling sets top candidates apart.
  • Ability to work the schedule for which you are hired for
  • Ability to work on-site as described in the job description
  • Ability to read, write, and understand English

Physical Requirements

• Sitting for long periods of time  
• Typing long periods of time