Customer Service and Routing Coordinator

Job Title:  Customer Service and Routing Coordinator  

Company: Evergreen Grease Enterprises, LLC 

Location: Elkhart, IN 

Work Schedule:  Typically Mon-Fri, 10 am to 7 pm, some extended evening and weekend work may be required 

Job Status:   Full Time                                

Reports To:  Service Manager                         

FLSA Status: Hourly, Non-Exempt 

Compensation: $25/hr plus commission potential 

About Us: 

Evergreen has been proud to be a leader in the used cooking oil and grease recycling industry for over 40 years. It all began with our first facility in Adrian, Michigan. We strive to provide prompt and reliable service, use cooking oil recycling expertise, and commit to serving our communities. The used cooking oil, along with other Fats, Oils, and Grease (FOG), are brought to our facilities for processing into feedstocks that can be used for renewable fuel production like biodiesel, a renewable, clean-burning diesel fuel alternative. Evergreen offers bundled services to our customers for convenience: Used Cooking Oil Collection, Industrial Byproduct Waste Management, Grease Trap Service, Interceptor Cleaning, Pressure Washing, and Line Jetting. 

Summary: 

The Customer Service and Routing Coordinator performs many tasks to ensure Evergreen Grease continues to be the industry leader in Fats, Oil, and Grease management.  Responsibilities include answering and responding to customers’ phone calls, light office duties, data collection, data entry, and reporting. This role will serve as the primary routing expert for our fleet. The Customer Service and Routing Coordinator also actively promotes and sells Evergreen’s service offerings to the restaurant service industry.  If you are passionate about providing excellent customer service and have the skills we are looking for, we would welcome the opportunity to speak to you about this role.   

Essential Duties/Responsibilities: 

• Serves as the primary router for our used cooking oil collection and service fleet, optimizing this process to align with customer needs while also balancing that need with what is most cost effective for Evergreen. 
• Answering customer phone calls, reviewing phone messages and text messages that come in throughout the day and after business hours, handling customer complaints with excellent listening and problem-solving techniques, responding in a timely manner 
• Data entry of phone calls and messages into CRM (Customer Relationship Management software) and into a spreadsheet utilized to correctly route the proper care of the customers.  
• Capture new sales/customer opportunities for new services. Accurate and complete information data collection for CRM and Field Service programs.  
• Actively promote and sell Evergreen’s expanded services of trap and interceptor service and power washing 
• Waste manifest paperwork preparation for services. Includes digital uploads of paperwork.  
• Data entry of UCO weight collections into spreadsheets for Field Service software data backup and tracking of customer cashout program.  
• Entering/processing invoices and work closely with accounting for appropriate customer billing and payment tracking daily.  
• Assisting significantly with managing our FOG Plus Program including, but not limited to, our customer cash out process  
• Responsible for product knowledge to answer customer/prospect questions, to cultivate relationships 
• Conduct customer wellness checks, providing superior customer service 
• May be required to assist with emergency call coverage on weekends or after hours 
• Scheduling paid services 
• Work collaboratively with sales department personnel on new account service 
• Additional duties as assigned 

Minimum Qualification: 

• Education – High School Diploma or Higher 
• Must be at least 18 years of age 
• Must be authorized to work in the U.S.  
• At least 3 years of work experience in a customer service role 
• At least 3 years work experience in a routing/dispatching role 
• At least 1-2 years experience in invoicing/billing and payment tracking 
• At least 1-2  years experience in a sales or sales related type role 
• Must have some experience with Microsoft Office 365 and Microsoft Teams 
• Excellent active listening skills 
• Must have exceptional attention to detail and possess analytical skills necessary to assist in problem solving 
• Strong organizational and time management skills, and ability to prioritize 
• Must be a self-starter and driven 
• Excellent communication (both written and verbal) and interpersonal skills 
• Ability to work successfully with a variety of people from various backgrounds 
• Ability to remain patient and calm in high stress situations 

Physical Demands: 

• Occasionally required to walk, stand 
• Frequently required to sit 
• Occasionally required to lift/push/pull/ carry up to 10 pounds 
• Constantly required to handle/finger (keyboard, phone, etc) 

O (Occasionally) Occupation requires this activity up to 33% of the time (0 – 2.5 hrs/day) 

F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 – 5.5 hrs/day) 

C (Constantly) Occupation requires this activity more than 66% of the time (5.5 hrs/day) 

Work Environment: The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Job functions will be carried out in an office environment. Expect regular office interruptions throughout the workday. 

Position Dimensions:  

Number of Employees Supervised – None 

Budgetary Responsibilities – No 

Revenue Generating Responsibility – Yes 

Inventory/Company Assets: Yes, Surface Pro, Keyboard, Mouse, Dual Monitor, Wireless Headphones 

Benefits: 

• Paid Training & Orientation    
• Direct Deposit   
• PTO Program (80 hours paid time off after a 60-day introductory period. This will be accrued at 6.66 hours per month)   
• 6 paid holidays during the calendar year   
• Medical, Dental, and Vison Insurance (coverage at the beginning of the month following your 60-day introductory period)   
• 401K & 401K Matching (Company match of 4% after 6 months of employment)   
• Life & LTD Disability (Employer Paid)   
• Employee Assistance Program (EAP) 
• Mileage reimbursement .67 per mile 
• Cell Phone Reimbursement up to $100 Monthly (unless company phone is provided) 
• Professional Development Assistance 

Evergreen Grease Enterprises is an equal opportunity employer and considers qualified applicants without regard to race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability, or, protected veteran status. EEO is the Law.