Customer Experience Manager

Primary Purpose

To support the Technical Customer Coordinator/Data Entry Pillar of the Customer Experience Team with strong management and leadership. Be a resource for the CX employees and company by sharing knowledge from Heritage experience.

Essential Functions and Responsibilities

• Ensures Health & Safety is the number one goal by following policies, processes, and acting in a safe manner at all times.
• Responsible for Technical Customer Coordinator/Data Entry Specialist hiring, evaluation, development, counseling and termination processes.
• Works closely with Waste Approvals, Operations, Compliance at all facilities
• Teambuilding with TCC/DE Pillar and within the CX Team
• Troubleshoots specific approvals and projects when needed.
• Mentors and supports TCCs/DE Specialists daily
• Facilitates communication between TCC/DE Pillar and Approvals, Service Center personnel, and Customers.
• Can perform all TCC/DE responsibilities and can step in as needed.
• Develops SOPs
• Strong resource for CX and company in RCRA/DOT regulations, Heritage capabilities, systems
• Works on process improvements
• Follow-up and research Customer survey responses
• Manage large Customer approvals as needed
• Visit Customer sites, Service Centers as needed.
• Attend Customer RCRA/DOT Trainings
• Works on projects as needed
• Other duties as assigned.

Heritage believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications and job scope, but not limit the incumbent nor the company to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Education: Bachelor's degree in science, environmental or related field required.

Experience: 3-4 years of experience in the environmental industry required; with leadership or management experience a plus.

Knowledge and Abilities: Requires strong organizational, oral communication, writing and customer service skills. Strong software abilities in Microsoft programs such as Word, Excel and Access are required. Must be able to work well with internal and external customers. Must be willing to travel occasionally. Strong knowledge of environmental regulations (Examples: RCRA, DOT). Strong understanding of the MMS and EIS systems and Heritage processes. Regular and predictable attendance is an essential function of this job.

A post offer drug screen will be required.

EEO including disability/veteran

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Current Openings for Customer Experience Manager Jobs at Heritage Environmental Services