Service Improvement Representative

Description : Job Purpose

Job Purpose

As a Service Improvement Representative at New Leaf Biofuel, you will play a pivotal role in ensuring our valued customers' overall satisfaction and success.

You will support various tasks and processes to streamline customer interactions and enhance their experience with our company.

Your primary focus will be on providing exceptional service to the 2500+ accounts of New Leaf. You will be the voice of New Leaf Biofuel, resolving all incoming requests and inquiries while collaborating with New Leaf's internal operations team to optimize efficiency and customer retention.

This role also provides kety administrative support to ensure necessary business processes and information

Duties and Responsibilities

Oil Collection and Trap Service Improvement :

• Improve and maintain New Leaf's reputation by establishing yourself as the conduit between the customer and NLB's ops team.
• Answer all incoming calls, coordinate, and schedule oil pickups and trap service requests as required, ensuring timely and efficient service.
• Project dependability by responding to customer inquiries in a timely, professional manner via calls, emails, or other communication channels.
• Provide a smooth resolution process for issues brought to you by customers; quickly and effectively escalate to management if you are unable to resolve personally.
• Lead route dynamics data capture initiative, (travel, set-up, pumping, pack up, depart) for detailed service efficiency analysis derived for Telogis data reports.
• Develop accurate cost to serve model with operations team as the basis for account margin estimates.
• Address incoming customer rebate inquiries, explain current market conditions.
• Educate customers regarding their service parameters, damper expectations that are unrealistic. Do this by utilizing data based off container size / frequency / transaction amounts / transaction dates during customer interactions.
• Maintain CSS as the sole source of truth for collections.
• Record all incoming customer interactions and updates as cases in Salesforce to optimize on-site operations, reduce response times, thus ensuring viable data for analysis and tracking.
• Possess advanced understanding of routing software, Telogis. Create work orders in CSS, assign work orders or call-ins to appropriate routes in Telogis.
• Review active customer data regularly, identify trends, both positive and negative, and take actions to improve the customer experience.
• Contact clients to request keys or access codes for easy access to their premises during service visits.
• Notify customers of operational constraints and delays in service. Provide an adequate reason to assure customer.
• Monitor company emails including [email protected] for night and weekend service requests and customer inquiries.
• Run daily route review report to identify adjustments and areas of improvement for customers
• Implement new frequencies to attain pickup levels hovering close to 80% container capacity

Administrative Support Duties :

• Calculate monthly commissions for the sales reps, to be completed by the end of the first week of the following month.
• Calculate quarterly rebates for customers, to be completed by the end of the first week of the following month.
• Calculate any relevant customer incentive program(s), to be completed by the end of the first week of the following month.
• Maintain the call-in log, update log when call-in is completed
• Maintain a minimum acceptable level of under $10,000 at any given time for invoices over 60 days (about 2 months), apply payments to account and remove credit holds when accounts become current.
• Assist Restaurant Services Coordinator and Director of Restaurant Services with projects geared towards efficiencies.
• Using your financial acumen, assist with various spreadsheets and data analysis.
• Prepare and send welcome packets for new accounts to insure smooth onboarding.
• Log scale ticket quantities.

Other

Perform any other relevant, reasonable, appropriate, or necessary tasks as requested by your manager to support the smooth operation of collections.

Requirements : Qualifications

Qualifications

• HS diploma required, bachelor's in accounting, finance, or business administration a plus
• Microsoft Office & Teams (advanced knowledge of Excel preferred)
• Working knowledge of QuickBooks
• Multi-Tasking
• Effective communication skills
• Adherence to deadlines
• Salesforce CRM
• Experience with routing / dispatching software a plus
• Outstanding customer service experience, preferably call center experience
• New Leaf Biofuel only seeks to hire individuals who possess our core values, which include :

o Safety. We take every step necessary to keep ourselves, our teammates, and our community safe.

o Drive. We hold ourselves and each other accountable to achieve personal and professional excellence.

o Support. We use our words and actions to deliver inspired teamwork and achieve our goals.

o Growth. We recognize that success depends upon the continuous improvement of processes and people.

Working Conditions

This position requires in-person attendance Monday through Friday from 8 : 30 AM to 5 : 00 PM (including a mandatory half-hour lunch break).

Physical Requirements

Sitting for extended periods may be required.

Direct Reports

N / A

N / A

Compensation details : 26-30 Hourly Wage

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