Specialist, Logistics Solutions

WM (Waste Management); United States; On-site; USD 55,000 - 75,000; Full time

Job summary

WM (Waste Management) in the United States is seeking a Specialist, Logistics Solutions to resolve high-impact service issues escalated by Sales, Customer Experience, and field operations.

You will coordinate with dispatch and site leadership, perform root-cause analysis, and drive processes that improve customer satisfaction and operational efficiency. A High School Diploma and 3 years of related experience are required.

Qualifications

• Requires a High School Diploma and 3 years of relevant team-based experience.
• Ability to communicate across Sales, Customer Experience, and Operations.
• Strong multi-tasking and organizational skills in a fast-paced environment.
• Experience with CRM and case management tools preferred.

Responsibilities

• Act as the primary contact for escalated service issues across multiple channels.
• Analyze and resolve complex service disruptions with cross-functional teams.
• Manage a high volume of escalations and document trends for improvement.

Skills

Cross-functional collaboration

Communication skills

Time management

Organizational skills

Education

High School Diploma or GED

Tools

Salesforce

ServiceNow

Job description

Pay Range: to be determined based on experience

Shift: Flexible Schedule

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.

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.

The expected base pay range for this position across the U.S. is to be determined based on experience. This range represents a good faith estimate for this position. 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.