Specialist, Logistics Solutions

Socket.dev; Gaithersburg (MD); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401K with match

Stock purchase plan

Paid time off

Job summary

WM is seeking a Specialist, Logistics Solutions to resolve high-impact service issues escalated by internal stakeholders across Sales, Customer Experience, National Accounts, and field operations. You will use advanced problem-solving and cross-functional coordination to drive timely solutions and root-cause analysis.

The role emphasizes documentation, continuous improvement, and delivering superior customer satisfaction and operational efficiency, with opportunities to grow within a large

Qualifications

• High School Diploma or G.E.D. required.
• 3 years of relevant work experience in a team setting with effective cross-area communication.
• 3 years multi-tasking in a fast-paced environment with strong organizational skills.
• Experience working cross-functionally with internal teams to resolve service issues.

Responsibilities

• Act as primary contact for escalated service issues across multiple channels.
• Analyze and resolve complex service disruptions with dispatch and site leadership.
• Manage a high volume of escalations, prioritizing by urgency and impact.
• Maintain detailed documentation of all escalation cases and track trends.

Skills

Cross-functional coordination

Multitasking

Cross-functional communication

Education

High School Diploma or G.E.D.

Bachelor's Degree (accredited)

Tools

Salesforce

ServiceNow

Job description

What is the value of a WM Job? At WM we know that the value of a WM job is more than a paycheck. It's a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career.

We Are Always Working For A Sustainable Tomorrow®: Our mission is to leave the world a better place than we found it by helping its inhabitants find purpose in becoming its caretakers.

We Are People First: The members of the WM family are the foundation for our success. We foster an environment where all teammates feel welcomed, valued and seen.

We Are Committed to Your Growth: Your Tomorrow Education Assistance Program, paid on-the-job training, and established career progression.

We Are Stable: From the front line to the corporate offices, our team members perform essential and meaningful work.

We Are a Family: At WM we are over 60,000 people - from many places and many backgrounds, and it is our amazing differences that make us stronger.

We Are Investing in You: Amazing Medical, Dental & Vision, 401K with match, discounted stock options, dependent day care, and more!

I. Job Summary

The Specialist, Logistics Solutions plays a pivotal role in resolving high-impact service issues escalated by internal stakeholders, including Sales, Customer Experience, National Accounts, and field operations. This position requires advanced problem-solving, cross-functional coordination, and the ability to manage complex service recovery efforts across all lines of business. The Specialist serves as a subject matter expert and escalation point, ensuring timely resolution, root cause analysis, and continuous improvement in customer satisfaction and operational efficiency.

II. Essential Duties and Responsibilities

• Act as the primary contact for escalated service issues from internal teams, including Sales, Customer Experience, and Operations, across multiple communication channels (phone, email, chat, and case management systems).
• Analyze and resolve complex service disruptions by coordinating with dispatch, site leadership, and cross-functional teams to implement timely and effective solutions.
• Manage a high volume of escalations independently, prioritizing cases based on urgency and business impact.
• Maintain detailed and accurate documentation of all escalation cases, tracking trends and contributing to process improvement initiatives.

III. Qualifications

A. Required Qualifications

• High School Diploma or G.E.D.
• 3 years of relevant work experience with working in a team setting, with the ability to communicate to several areas effectively and
• 3 years Multi-tasking in a fast-paced work environment with excellent organizational skills.
• Experience working cross-functionally with internal teams to resolve service issues.

B. Preferred Qualifications

• Bachelor's Degree (accredited)
• Familiarity with CRM and case management tools (e.g., Salesforce, ServiceNow).

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Pay

Pay : The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location

V. Benefits

• At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability.
• In addition, we offer a stock purchase plan, company matching on a 401(k), and more.
• Employees also receive paid vacation, holidays, and personal days.

Please note that benefits may vary by site.

ABOUT WM

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas-to-electricity plants in North America. WM's fleet includes more than 12,000 natural gas trucks - the largest heavy-duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA-approved alternative.

What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It's a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family - from benefits, to resources and engagement activities. We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.