What are the responsibilities and job description for the Customer Service Representative Supervisor position at NLR?

Job Description

Salary : $70k-80k annual Bonus Incentive

Customer Service Supervisor in Recycling & Waste Management

Make The Move and Join our NLR Recycling Family!

NLR brings over 30-years of expertise to the management and recycling of Universal Waste including Light-Bulbs, Computer Electronics / Scrap, Batteries, Lighting Ballasts and Mercury Devices.

Join our forward-thinking team dedicated to creating a sustainable future through innovative recycling and waste management solutions. Our company specializes in the safe and environmentally responsible handling of fluorescent lamps, e-waste, batteries, lighting ballasts, mercury devices and non-hazardous regulated waste. We are committed to providing exceptional and innovative customer solutions to unique business needs, and identifying service enhancements for customers that increase customer loyalty, retains long-term business, and provide opportunities for increased growth.

The Customer Service Supervisor at NLR is responsible for managing the daily operations of the customer service team. The highly motivated and experienced Supervisor will lead the execution and optimization of our customer relationship management (CRM) initiatives. This role is crucial in driving customer engagement, loyalty, and revenue growth by leveraging data-driven insights and maximizing the potential of our customer database platform. The supervisor will be responsible for developing and implementing comprehensive CRM strategies focused on territory segmentation, customer lifecycle management, and performance tracking. This role involves developing and implementing processes to enhance customer service, promoting company standards, and engaging employees to foster customer loyalty. The position requires strong supervisory skills and the ability to oversee a team of customer service representatives, ensuring high performance and adherence to company policies.

Responsibilities will include :

Team Leadership : Supervise and mentor a team of customer service representatives, fostering a positive and productive work environment.
Integrate Contact Management Campaigns : Organize daily outreach by territory working directly with the logistic department to ensure efficient service scheduling and planning.
Customer Relations : Develop and maintain strong relationships with clients, responding to inquiries and resolving issues efficiently.
Process Improvement : Analyze and enhance customer service processes to improve client satisfaction and operational efficiency.
Training and Development : Provide training and support to team members, ensuring they are knowledgeable about industry standards and company procedures.
Reporting and Analysis : Compile and analyze customer feedback and service metrics, presenting findings to upper management for strategic planning.
Compliance and Safety : Ensure all customer interactions comply with industry regulations and company safety standards.

Key objectives :

Team Management :

Hire, train, and coach customer service representatives.

Assign tasks and manage work schedules.

Monitor performance metrics and provide feedback to team members.

Conduct performance evaluations and address performance issues.

Customer Service Operations :

Resolve escalated customer complaints and inquiries.

Analyze customer feedback to identify trends and areas for improvement.

Develop and implement customer service policies and procedures.

Monitor customer service quality and ensure adherence to standards.

Problem-Solving :

Identify root causes of customer issues and develop solutions.

De-escalate difficult customer situations.

Collaborate with other departments to resolve complex customer issues.

Reporting and Analysis :

Track key customer service metrics (e.g., customer satisfaction, call volume, resolution time).

Generate reports on customer service performance and identify areas for improvement.

Training and Development :

Provide ongoing training to customer service representatives on new products, services, and policies.

Identify training needs and develop training programs to improve staff skills.

Required skills :

Excellent communication and interpersonal skills.

Mastery of computer skills including high level expertise in MS Office and Salesforce

Strong leadership and supervisory abilities.

Problem-solving and decision-making skills.

Ability to analyze data and identify trends.

Knowledge of customer service principles and best practices.

Proficiency with customer relationship management (CRM) systems.

The selected candidate will focus on achieving results with measured success by effectively utilizing SALESFORCE to present NLR's full service capabilities and grow the existing customer base at the direction of management. Focus is on the disposal, transportation, and the recycling of universal and regulated waste from industrial, commercial, federal and state agencies.

Qualifications :

Experience : Minimum of 5 years of experience in a customer service supervisory / management role, preferably in the recycling or waste management industry.

Leadership Skills : Proven ability to lead and motivate a team effectively.

Communication : Excellent verbal and written communication skills.

Problem-Solving : Strong analytical and problem-solving abilities.

Technical Knowledge : Familiarity with handling hazardous and non-hazardous materials such as fluorescent lamps, e-waste, and mercury devices is highly desirable.

Education : Bachelors degree in Business Administration, Environmental Science, or a related field is preferred. A Bachelors degree is preferred, other degrees and / or industry experience will be considered.

What do you get?

Competitive salary commensurate with experience.

Goal / Bonus Pay.

Health / Dental insurance benefits.

Vision Insurance.

401k matching benefits / Profit Sharing.

PTO - Paid holidays, vacation and sick days.

Salary : $70,000 - $80,000

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