Central Customer Service Mgr

Clean Harbors; Arizona; On-site; USD 90,000 - 120,000; Full time

Job summary

Clean Harbors is seeking a Customer Service Manager in Norwell, MA to oversee Central Customer Service personnel and resources, ensuring objectives are met and staff are assigned to projects as needed.

The role emphasizes training, process improvement, and leadership across account management for complex accounts, with reporting on program activities and collaboration with sales and operations.

Qualifications

• Bachelor’s degree preferred.
• 5–7 years of customer service experience preferred.
• 1–3 years of management or supervisory experience preferred.
• Strong customer focus and leadership skills.
• Ability to handle multiple tasks simultaneously.
• Knowledgeable in WinWEB and Salesforce applications.

Responsibilities

• Ensure department personnel are trained on SOPs, processes, and systems.
• Act as a training resource for proactive program, account management and related areas.
• Ensure all departmental transactions comply with company policies and procedures.
• Maintain ongoing communication with sales and operations to meet customer needs.
• Recommend and implement strategies for process and service improvements.
• Take a lead role in implementing new systems, procedures and initiatives.
• Identify system needs and priorities and coordinate with MIS on design elements.
• Promote teamwork, ownership, premier customer service and quality.
• Provide guidance to the field on best practices for complex accounts.
• Provide management reports detailing central customer service program activities.
• Other duties as assigned.

Skills

Customer service leadership

Project management

Leadership

Decision making

Multitasking

Customer focus

Salesforce

WinWEB

Education

Bachelor's degree

Tools

WinWEB

Salesforce

Job description

Overview

Clean Harbors is looking for a Customer Service Manager in Norwell, MA. This position is responsible for the management and oversight of Central Customer Service Personnel, including managing resources to ensure that departmental objectives are met, organizing and assigning staff to projects as they arise, ensuring completion in a timely manner and managing departmental personnel.

Responsibilities

• Ensure that all department personnel are properly trained on standard operating procedures, business process flows, and information systems.
• Act as a training resource for the department on the proactive program, account management and related areas.
• Ensure that all business transactions managed within the department are performed in compliance with company policies and procedures.
• Maintain ongoing communication with sales and operations personnel to ensure that all customer needs are being met.
• Recommend and implement strategies for process improvement, quality improvement and service improvements.
• Take a lead role in the implementation of new systems, procedures and strategic initiatives.
• Identify and communicate system needs and priorities and work with MIS on design elements.
• Take an active role in promoting teamwork, ownership, premier customer service and quality within the organization.
• Provide guidance to the field on best practices and support associated with account management for complex accounts.
• Provide management reports detailing various aspects or highlights of the central customer service program or activities.
• Other duties as assigned.

Qualifications

• Bachelor’s degree is preferred.
• 5-7 years of Customer Service experience is preferred.
• 1-3 years of Management or Supervisory experience preferred.
• Ability to handle multiple tasks simultaneously.
• Must be decisive and take initiative in problem solving.
• Strong customer focus.
• Project management skills.
• Leadership skills.
• Knowledgeable in all applicable WinWEB and Salesforce applications.

Benefits

• Health and Safety is our #1 priority and we live it 3-6-5.
• Comprehensive health benefits coverage after 30 days of full-time employment.
• Group 401(k) with company matching component.
• Generous paid time off, company paid training and tuition reimbursement.
• Positive and safe work environments.
• Opportunities for growth and development for all the stages of your career.

Equal Opportunity Employer

Clean Harbors is a Military & Veteran friendly company.