• Initial point of escalation for Customer Experience peer group, conducting research and work cross functionally to resolve or escalate problems. • Training and mentoring Customer Experience Representatives including incorporation of strategy, efficiency, and effectiveness into daily job performance. • High level of participation/leadership in process and quality improvement activities. • Ability to demonstrate a high level of Customer Experience acumen acquired through substantial gained experience. • Responsible for managing and identifying customers’ needs while responding to a high volume of communication via email and telephone while navigating multiple systems to take appropriate action for resolution. • Actively manage multiple customers assigned to the team member’s roster and your roster including communications and logistical activities; prepare and review orders for accuracy per client contract, including accurate pricing and order review for invoicing. • Partner with Sales team to increase revenue growth of assigned account roster, including performing various sales-related activities to support account roster. • Prepare client profiles by gathering information and assign codes using basic knowledge of SDS and hazardous waste coding and disposal requirements. • Responsible for all case management tied to the team member’s assigned accounts as well as your accounts. • Regularly review, analyze, and prepare reports on the status of customers’ orders. • Conduct proactive calls to ensure ongoing communication with existing customers. • Provide feedback to management on ways to increase efficiencies and the effectiveness of servicing customers’ needs. • Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services. • Perform other reasonably related tasks as assigned by management.