Senior Industrial Technical Services Representative (Pacific Time)

WM • Boston, MA • 1h ago

I. Job Summary

Partners with Industrial Sales team to drive industrial and hazardous waste sales revenue growth. Provides customer service and support for internal and external customers. Applies technical knowledge to consult with existing and potential customers on transportation and disposal options. Leads process change initiatives and contributes to the onboarding of new employees. Assists with daily leadership and acts as subject matter expert for other Representatives.

This position is remote however the employee will be required to work Pacific Time hours based on business need

II. Essential Duties and Responsibilities

Assists customers in developing transportation and disposal options for the management of industrial and hazardous wastes.

Applies technical knowledge to assists customers with testing parameters and proper completion of profiles, manifests and appropriate forms.

Processes profiles, contracts and credit requests, schedules pick-ups, resolves billing inquires, and resolves customer issues.

Develops economic and practical solutions for customers using competitive pricing tools.

Develops customized proposals and prepares correspondence.

Effectively utilizes, coordinates and cultivates relationships with internal and external customers.

Contributes to the achievement of the assigned territory revenue goals for the Industrial sales teams.

Maintains and builds upon existing customer relationships through active account management and retention including the administration of profile renewals, regulatory updates and new service offerings.

Leverages existing customer relationships to identify new waste stream opportunities.

Drives new opportunities through the use of written correspondence, collateral materials, email, and phone calls.

Provides leads to account managers and program managers using WM sales management tools.

Conducts effective probing of inbound customer calls to identify the proper methodology to "close" the customer.

Assists account mangers with receivables and collections issues.

Handles inbound customer calls and referrals from account managers.

Delegates data entry, manifest preparation, filing and other basic administrative tasks to Industrial Sales Coordinators.

Performs special projects and other duties as assigned by supervisor.

Trains and mentors new and existing Technical Service Representatives and Industrial Sales Coordinators.

Prepares material and conduct training sessions for non-TSC employees (i.e. Hauling Division, Sales team, Billing Clerks and Landfill Scalehouse Clerks).

Supervises Technical Service Center in TSM's absence.

Monitors real-time contact handling performance and proactively reacts to service delivery issues.

Leads team huddles and team meetings.

Subject matter expert on the floor utilized by team for answering questions and gathering team feedback.

III. Qualifications

A. Required Qualifications

High School Diploma or GED (accredited)

3 years industry experience (in addition to education requirement)

Applicable regulatory training

B. Preferred Qualifications

Prior experience as a West Coast Industrial Technical Services Representative at WM highly preferred.

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.

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay: The expected base pay range for this position across the U.S. is $65,000 - $70,000. 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. In addition, this position is eligible for incentive pay.

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.

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