I. Job Summary
Sets up and maintains digital customer records and provides administrative support for the Technical Service Center and Industrial Sales Team. Provides service and support for internal and external customers. Leads process change initiatives and contributes to the onboarding of new Industrial Sales Coordinators.

II. Essential Duties and Responsibilities 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. 
 

Conducts data entry and data maintenance within WM tools and systems. Fields and either routes or resolves inbound customer inquiries (calls, emails, chats, cases, etc.) Performs quality assurance reviews of data entry and data maintenance within WM tools and systems. Prepares customized bills, exports from WM systems, and various customer letters and correspondence. Prepares complex reporting for Internal and External customers. Identifies opportunities for process improvement and executes implementation. Acts as an interdepartmental liaison to resolve issues and drive improved partnerships. Provides daily guidance and support for other Industrial Sales Coordinators, including handling escalations. Trains and mentor's new hires and other ISCs on the team. Handles customer escalations that may require deviation from standard scripts, and procedures. Oversees real-time performance of team including queue management. Monitors queues, planners, cases and emails and provides feedback as necessary to ensure quality standards are met. Expedites sensitive operational issues and makes appropriate decisions to inform a Supervisor/Manager or takes independent action if necessary. Acts as a liaison between call center representatives, supervisory staff, and other departments. Performs special projects and other duties as assigned by Supervisor. 

Actively participates in key departmental and divisional initiatives when called upon. 

 

III. Supervisory Responsibilities
This job has no supervisory duties but may occasionally act as a team lead.

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience
 

Education: High School Diploma or G.E.D (accredited).Experience: Three (3) years of relevant work experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements
 

Intermediate level experience with Microsoft Word, Excel and Windows.

C. Other Knowledge, Skills or Abilities Required

Reasoning Ability: 

 

Ability to prioritize and apply common sense to carry out instructions furnished in written, oral, or diagram form is required. 

Ability to deal with and solve practical problems specific to job is required. 

 

 

Language Skills: 

 

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals is required.   

Ability to write routine reports and correspondence is required.   

Ability to speak effectively before groups of customers or employees of organization is required. 

 

Mathematical Skills: 

 

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers is required.

 

 

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
 

Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday.

Normal setting for this job is: remote.

The expected base pay range for this position across the U.S. is $22.00-$27.00 an hour. 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.

Benefits
At WM each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click "Apply."