Enviri

Customer Support

• Initial point of escalation for Customer Experience peer group, conducting research and work cross functionally to resolve or escalate problems.
• Training and mentoring Customer Experience Representatives including incorporation of strategy, efficiency, and effectiveness into daily job performance.
• High level of participation/leadership in process and quality improvement activities.
• Ability to demonstrate a high level of Customer Experience acumen acquired through substantial gained experience.
• Responsible for managing and identifying customers’ needs while responding to a high volume of communication via email and telephone while navigating multiple systems to take appropriate action for resolution.
• Actively manage multiple customers assigned to the team member’s roster and your roster including communications and logistical activities; prepare and review orders for accuracy per client contract, including accurate pricing and order review for invoicing.
• Partner with Sales team to increase revenue growth of assigned account roster, including performing various sales-related activities to support account roster.
• Prepare client profiles by gathering information and assign codes using basic knowledge of SDS and hazardous waste coding and disposal requirements.
• Responsible for all case management tied to the team member’s assigned accounts as well as your accounts.
• Regularly review, analyze, and prepare reports on the status of customers’ orders.
• Conduct proactive calls to ensure ongoing communication with existing customers.
• Provide feedback to management on ways to increase efficiencies and the effectiveness of servicing customers’ needs.
• Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services.
• Perform other reasonably related tasks as assigned by management.

Customer Experience Supervisor

Program Manager

• Serves as the primary point of contact between the company and its customers.
• Oversight of overall Account Health Activities
• Both verbal and written communication are essential for building relationships and conveying information effectively.
• Effective management of: quoting based on pricing strategy; profile lifecycle; process code application; AR status; contract, pricing and addendum lifecycles; works with sales and material management to obtain price quote from suppliers; schedules services internally & works with the Program Manager, Direct Shipments for 3rd party transactions; validates shipment details; obtains signed shipping documents and weight tickets; uploads collected job sheets in IDP as needed; reconciles project/shipment invoice volumes and offspecs; works with billing to ensure real time accurate customer invoicing.
• Provides concierge desk service as single point of contact for national broker partners.
• Provides business review data and presentations for CX leadership in person or virtually as appropriate.
• Communicate and coordinate with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales, regarding service requirements, modifications or issues with the service needs of customers.
• Strives to troubleshoot credit and rebill trends to continuously improve toward the perfect invoice. Ensures appropriate fixes have been made and measures change adoption for book of business.
• Quotes as needed for new business based on existing customer contract pricing.
• Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs for ongoing direct shipments.
• Maintaining clear and consistent communication with customers, both internally and externally.
• Developing and implementing account plans to meet customer needs and objectives.
• Resolving customer issues and complaints in a timely and effective manner.
• Ability to manage multiple tasks and projects simultaneously.
• Tracking customer satisfaction, monitoring account performance, and preparing reports.
• Provides internal reports on the progress of a customer to improve performance and reach targets.
• Confirms waste disposal and other service processes are prepared to meet internal and governing agency requirements and maintain a high level of quality.
• Ability to prioritize customer needs and provide excellent service.
• Perform other reasonably related tasks assigned by management.
• Lead team huddles and meeting as requested.
• Train and mentor new Customer Experience Program Managers, Customer Experience Account Managers and Customer Experience Specialists.
• Serve as a Subject Matter Expert (SME) by team for answering questions and gathering feedback specific to areas managed and internal processes.
• Proven ability to lead projects and initiatives, foster process improvement opportunities, execute implementation and training.

Partner Program Manager

• Serves as the primary point of contact between the company and its customers
• Oversight of overall Account Health Activities
• Both verbal and written communication are essential for building relationships and conveying information effectively
• Effective management of: quoting based on pricing strategy; profile lifecycle; process code application; AR status; contract, pricing and addendum lifecycles; works with sales and material management to obtain price quote from suppliers; schedules services internally & works with the Program Manager, Direct Shipments for 3rd party transactions; validates shipment details; obtains signed shipping documents and weight tickets; uploads collected job sheets in IDP as needed; reconciles project/shipment invoice volumes and offspecs; works with billing to ensure real time accurate customer invoicing
• Provides concierge desk service as single point of contact for national broker partners
• Provides business review data and presentations for CX leadership in person or virtually as appropriate
• Communicate and coordinate with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales) regarding service requirements, modifications or issues with the service needs of customers
• Strives to troubleshoot credit and rebill trends to continuously improve toward the perfect invoice
• Ensures appropriate fixes have been made and measures change adoption for book of business
• Quotes as needed for new business based on existing customer contract pricing
• Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs for ongoing direct shipments
• Maintaining clear and consistent communication with customers, both internally and externally
• Developing and implementing account plans to meet customer needs and objectives
• Resolving customer issues and complaints in a timely and effective manner
• Ability to manage multiple tasks and projects simultaneously
• Tracking customer satisfaction, monitoring account performance, and preparing reports
• Provides internal reports on the progress of a customer to improve performance and reach targets
• Confirms waste disposal and other service processes are prepared to meet internal and governing agency requirements and maintain a high level of quality
• Ability to prioritize customer needs and provide excellent service
• Lead team huddles and meeting as requested
• Train and mentor new Customer Experience Program Managers, Customer Experience Account Managers and Customer Experience Specialists
• Serve as a Subject Matter Expert (SME) by team for answering questions and gathering feedback specific to areas managed and internal processes
• Proven ability to lead projects and initiatives, foster process improvement opportunities, execute implementation and training

Customer Experience Program Manager – Clean Partners

• Management of Responsible Recycling Certification for designated facilities
• Managing and maintaining the Clean Earth Disposal Vendor approved facility list
• Conduct online and in-person compliance assessments and audits of disposal/recycling vendors to ensure risk-minimization
• Coordinate the overall scheduling and tracking of audits for all disposal/recycling vendors, including vendor database management
• Coordinate with the various stakeholders in the approval process to add or review vendors
• Analyzing and evaluating opportunities to expand the use of our environmental management system
• Development and implementation of environmental policies and programs
• Perform comprehensive environmental audits with internal compliance team, in conjunction with local and state regulators, and by client representatives
• Develop/participate Standard Operating Procedures for compliance with environmental permits
• Travel as necessary to meet the demands of projects.

Environmental Program Manager

Manager

• Lead, coach, and develop a team of National Account Program Managers responsible for some of the company’s largest national customers
• Establish clear expectations, performance metrics, and development plans to ensure a high-performing, customer‑centric organization
• Oversee program execution across national accounts to ensure operational reliability, contract compliance, and financial health
• Develop and implement strategies to enhance customer experience, improve service efficiency, and drive cross-selling opportunities
• Serve as an executive escalation point for key national accounts, ensuring service issues and strategic needs are addressed promptly
• Collaborate closely with Operations, Dispatch, Sustainability, Finance, and IT teams to ensure seamless service delivery and program execution
• Guide the development of reporting tools and dashboards for internal use and executive-level customer presentations
• Lead initiatives to standardize processes, improve program scalability, and elevate the customer experience

Senior Manager, National Customer Programs

• Serve as the primary relationship owner for assigned territory accounts.
• Engage with customer to understand their needs/preferences and ensure we deliver accordingly as an organization.
• Manage account performance against territory quota and roster metrics.
• Conduct regular customer business reviews and present strategic insights cross-functionally.
• Proactively reduce churn and identify opportunities to expand service offerings.
• Quote accounts using the existing price book and strategic account approach.
• Answer customer questions and address concerns in an effective and timely manner.
• Monitor account health through analytics and proactive engagement.
• Drive lifecycle management for profiles, contracts, AR status, and onboarding of new accounts.
• Collaborate with CX Specialists to ensure order completeness and fulfillment.
• Partner with regional Territory Account Managers (TAMs) to generate new profiles and communicate approval status.
• Escalate service issues using the customer complaint tool and ensure closed-loop resolution.
• Generate actionable customer and performance reports to support operational and financial goals.
• Track customer satisfaction and monitor account performance.
• Mentor team members as assigned by management.
• Lead team huddles and meetings as requested.
• Perform other related tasks as assigned.

Customer Experience Account Manager

Account Manager

• Acquires new customers by meeting or exceeding goals for growth objectives via telephone/video and periodic sales calls and presentations.
• Build relationships with new customers while growing the revenue and profits through service changes, cross-selling and price increases.
• Implement sales strategies to maximize revenue and profits through maintenance and penetration of all assigned customers.
• Resolve problems and coordinate customer needs with Operations and/or Customer Experience group.
• Works as liaison between customers and accounts payable department for collection of receivables when requested.
• Actively participate in Regional Sales Meetings and overall regional strategies.
• Sell in a highly consultative manner, with ability to articulate the company value-proposition and the benefits of working with Clean Earth brand over other traditional waste services companies and direct competition.
• Create presentations for key sales prospects.
• Coordinate the development of sales objectives, territory and account selling strategies and ensures their execution.
• Completes territory forecasts.
• Respond and implement all steps to win incoming leads matching the revenue value outlined for this role.
• Make daily calls on new prospects within territory geography, along with identifying leads via a variety of internet websites, networking, key vendors and peers within local and national organizations.
• Monitor and communicate sales performance against goals through approved performance metrics.
• Perform other reasonably related tasks assigned by management.

Associate Account Manager

• Serves as the primary point of contact between the company and its customers
• Oversight of overall Account Health Activities
• Both verbal and written communication are essential for building relationships and conveying information effectively
• Effective management of: quoting based on pricing strategy; profile lifecycle; process code application; AR status; contract, pricing and addendum lifecycles; works with sales and material management to obtain price quote from suppliers; schedules services internally & works with the Program Manager, Direct Shipments for 3rd party transactions; validates shipment details; obtains signed shipping documents and weight tickets; uploads collected job sheets in IDP as needed; reconciles project/shipment invoice volumes and offspecs; works with billing to ensure real time accurate customer invoicing
• Provides concierge desk service as single point of contact for national broker partners
• Provides business review data and presentations for CX leadership in person or virtually as appropriate
• Communicate and coordinate with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales, regarding service requirements, modifications or issues with the service needs of customers
• Strives to troubleshoot credit and rebill trends to continuously improve toward the perfect invoice
• Ensures appropriate fixes have been made and measures change adoption for book of business
• Quotes as needed for new business based on existing customer contract pricing
• Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs for ongoing direct shipments
• Maintaining clear and consistent communication with customers, both internally and externally
• Developing and implementing account plans to meet customer needs and objectives
• Resolving customer issues and complaints in a timely and effective manner
• Ability to manage multiple tasks and projects simultaneously
• Tracking customer satisfaction, monitoring account performance, and preparing reports
• Provides internal reports on the progress of a customer to improve performance and reach targets
• Confirms waste disposal and other service processes are prepared to meet internal and governing agency requirements and maintain a high level of quality
• Ability to prioritize customer needs and provide excellent service
• Perform other reasonably related tasks assigned by management
• Lead team huddles and meeting as requested
• Train and mentor new Customer Experience Program Managers, Customer Experience Account Managers and Customer Experience Specialists
• Serve as a Subject Matter Expert (SME) by team for answering questions and gathering feedback specific to areas managed and internal processes
• Proven ability to lead projects and initiatives, foster process improvement opportunities, execute implementation and training

Customer Experience Program Manager

Administration

• track fleet information and validate invoices
• collect data from multiple sources, set up and maintain asset databases
• analyze data and create/distribute reports
• coordinate with field personnel to maintain accurate fleet asset information
• create reports and dashboards
• create deployment plans and track progress
• manage transportation and logistics projects
• learn formal project management skills and techniques