Customer Service Representative

The Planet Group; Azusa (CA); On-site; USD 52,000 - 78,000; Full time

Job summary

The Planet Group in California seeks a Customer Service Coordinator to own the customer service experience across assigned branch territories and to coordinate with internal teams, driving the customer service cycle from start to finish.

You will analyze issues, create WIPs in line with RCRA & DOT regulations, manage waste approvals with TSDFs, create jobs and tickets, review post-shipment processes, and support quoting and invoicing. This is an on-site, full-time role based in California.

Responsibilities

• Own the customer service experience. Be the primary point of contact for customers within assigned branch territories. Engage multiple internal teams across branches to provide an excellent customer experience by coordinating and leading the customer service cycle.
• Coordinate communications (both internal and external) for all aspects of customer and technical service.
• Analyze, plan and facilitate resolutions for customer service and technical issues.
• Create new Waste Information Profiles (WIPs) ensuring compliance in accordance with RCRA & DOT regulations.
• Manage the waste approval process both with internal and 3rd party TSDFs, determining the most cost-effective methods that comply with customer approved facilities and technologies.
• Manage the creation of jobs and tickets for customer service requests. Create detailed work orders to ensure accurate job understanding and execution of services by operations teams.
• Oversee post-shipment processes including review of job information. Verify WIPs and approvals and resolve any issues and discrepancies to ensure TSDF acceptance and impact to invoicing.
• Collaborate and coordinate with team members to manage all other incoming customer requests, including support for quoting new service categories and working with billing team on customer invoicing process.
• Other duties and responsibilities as assigned by Customer Excellence Manager.

Job description

• Own the customer service experience. Be the primary point of contact for customers within assigned branch territories. Engage multiple internal teams across branches to provide an excellent customer experience by coordinating and leading the customer service cycle.
• Coordinate communications (both internal and external) for all aspects of customer and technical service.
• Analyze, plan and facilitate resolutions for customer service and technical issues.
• Create new Waste Information Profiles (WIPs) ensuring compliance in accordance with RCRA & DOT regulations.
• Manage the waste approval process both with internal and 3rd party TSDFs, determining the most cost-effective methods that comply with customer approved facilities and technologies.
• Manage the creation of jobs and tickets for customer service requests. Create detailed work orders to ensure accurate job understanding and execution of services by operations teams.
• Oversee post-shipment processes including review of job information. Verify WIPs and approvals and resolve any issues and discrepancies to ensure TSDF acceptance and impact to invoicing.
• Collaborate and coordinate with team members to manage all other incoming customer requests, including support for quoting new service categories and working with billing team on customer invoicing process.
• Other duties and responsibilities as assigned by Customer Excellence Manager.