Description/Job Summary Job Title: Director-Customer Service
Department: Sales/Customer Service
Reports To: Sr. Vice President of Sales and Marketing
FLSA Status: Exempt
Job Group: 04 - Sales
Job Code: 006 – Sales/Customer Service
Census Code: 285 – Sales Support Occupations
Location: Based in Boise
Directs and oversees all aspects of the company’s customer service policies, objectives and initiatives by managing and coordinating customer service staff in connection with waste disposal services. Manages the credit & collections function company-wide. Supports market analyses and business development activities.
Studies schedules and estimates time, cost, and labor estimates for services, and or completion of job assignments.
Develops and implements methods and procedures for monitoring work activities, such as preparation of records of expenditures, progress reports, etc in order to inform management of current status or work activities.
Ensures that customer service supports Sales Representatives in their effort to secure and maintain a client base. Works with Sales Representatives on pricing, scheduling and transportation issues.
Provides proposals in reply to customer's requests for services.
Develop customer service training programs and processes across facilities.
Campion increased customer service interface through internal and external training and education
Evaluate processes for improving billing frequency and accuracy through contract management, application and other systematic and non-systematic tools.
Analyzes department budget to identify budgetary needs and or reductions and may allocate operating budgets funds.
May be responsible for signed manifests and invoices.
Investigates complaints, such as those concerning rates or service. Recommends approaches and services to deal with customer issues. Answers questions about service.
Acts as interface with customers to insure operations perform their job as requested.
Monitors calls to observe employee's demeanor, technical accuracy, and conformity to company policies.
Ensures that information is put into the computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
Determines work procedures, prepares work schedules, and expedites workflow.
Studies and standardizes procedures to improve efficiency of subordinates.
Prepares composite reports from individual reports of subordinates.
Analyzes reports of findings and recommends response to complaint, considering nature and complexity of complaint, requirements, actions of subordinates to ensure settlements are made correctly.
May authorize retention of data and preparation of documents for use during governmental or customer inquiries.
Performs other, related duties as assigned. These are duties which may not be specifically listed in the class specification or position description, but which are within the general occupational series and responsibility level typically associated with the employee’s class of work.
Supervisory Responsibilities: Indirectly supervises customer service staff located at our operating facilities in Idaho, Nevada, Texas Michigan, and Quebec and provides support to Washington personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Interprets company policy to employees and enforces company policies and practices.
Required Skills To successfully perform the duties of this job, the employee must possess excellent communication, negotiation and interpersonal skills; possess strong analytical skills, independent judgement for decision making; demonstrate drive, initiative and enthusiam; have competitive business drive; be customer service oriented by understanding the viewpoint and objectives of the client and attempt to build and maintain long-term relationships with the client. Thorough knowledge of, and ability to apply legislation concerning hazardous waste treatment and disposal. Be aware of current major issues and trends in legislation.
Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals, preferably in the Hazardous Waste Management industry. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected.
Required Education Bachelor's degree (B. A.) in business or a related field from a four-year college or university and ten years of experience in the field or equivalent combination of education and experience.
Required Qualifications Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity analysis of variance, correlation techniques, sampling theory, and factor analysis.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Details COMPLIANCE STATEMENT The personal and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PERSONAL DEMANDS While performing the duties of this job, the employee may work alone, work extended hours or special shifts, with frequent interruptions and repetitious operations. This work requires high concentration with a moderate level of stress, including occasional travel.
While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands and talk or hear. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Generally an office environment. May be exposed to verbal abuse and threats from project opponents, dissatisfied customers, or members of the community. The noise level in the work environment is usually moderate.
Approved by: Steve Welling and Jeff Feeler in November 2012.