Customer Solutions & Service Delivery Lead

Arcwood Environmental; Carthage (MO); On-site; USD 45,000 - 65,000; Full time

Job summary

Arcwood Environmental is seeking a dedicated Customer Solutions Coordinator to act as the main customer contact within a service center, coordinating service delivery, quotes, onboarding, and billing inquiries. You will work with Technical Solutions Coordinators, Logistics, and Sales to ensure timely, compliant waste handling and pricing, while maintaining thorough documentation.

The role emphasizes safety, process adherence, and proactive communication with customers and internal teams.

Responsibilities

• Prioritizes health and safety by adhering to policies, processes and maintaining safe practices at all times
• Follows processes and standards implemented by regional leadership and the Customer Experience excellence team
• Serves as the primary point of contact for customers within an assigned service center, orchestrating all aspects of the service delivery process
• Ensures input from Technical Solutions Coordinator, Technical Services, Logistics, etc. at the appropriate stages and in a timely manner
• Maintains ownership of communications for all aspects of the service delivery process
• Responds to inbound requests from new customers, providing standard quotes for Tier 4 customers (inside sales) and transitions support to the Sales team
• Leads onboarding of new customers, ensuring Arcwood processes are understood and set up in Arcwood systems
• Uses chemistry principles and DOT/RCRA regulations to assist with waste profiles
• Understands Arcwood facilities, treatment capabilities, and internal process codes; seeks centralized expertise for complex waste
• Approves generic and copy-over profiles
• Keeps records of customer pricing updated and aligned with Arcwood policies; informs customers of quotes/prices
• Receives requests from Transport and Disposal services; creates orders and coordinates information for accurate service requests
• Creates shipping documents, manifests, and labels as needed
• Directs waste destination decisions; coordinates with Technical Solutions Specialists as needed
• For internal treatment, ensures timely waste stream approval; for third-party disposal, coordinates TSDF approvals/prices/transport
• Works with Operations on discrepancies and off-specs; escalates root causes
• Transfers information to Billing per standards; handles billing queries
• Maintains records of customer contacts and requirements in Arcwood systems
• Provides support from an Arcwood Service Center and engages with technical staff and on-site visits
• Prioritizes in-person and phone discussions to resolve issues and minimizes unnecessary emails
• Takes on additional duties to support the team and organization

Job description

Arcwood Environmental is seeking a dedicated Customer Solutions Coordinator to act as the main customer contact within a service center, coordinating service delivery, quotes, onboarding, and billing inquiries. You will work with Technical Solutions Coordinators, Logistics, and Sales to ensure timely, compliant waste handling and pricing, while maintaining thorough documentation.

The role emphasizes safety, process adherence, and proactive communication with customers and internal teams.