• Serves as the primary point of contact between the company and its customers • Oversight of overall Account Health Activities • Both verbal and written communication are essential for building relationships and conveying information effectively • Effective management of: quoting based on pricing strategy; profile lifecycle; process code application; AR status; contract, pricing and addendum lifecycles; works with sales and material management to obtain price quote from suppliers; schedules services internally & works with the Program Manager, Direct Shipments for 3rd party transactions; validates shipment details; obtains signed shipping documents and weight tickets; uploads collected job sheets in IDP as needed; reconciles project/shipment invoice volumes and offspecs; works with billing to ensure real time accurate customer invoicing • Provides concierge desk service as single point of contact for national broker partners • Provides business review data and presentations for CX leadership in person or virtually as appropriate • Communicate and coordinate with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales) regarding service requirements, modifications or issues with the service needs of customers • Strives to troubleshoot credit and rebill trends to continuously improve toward the perfect invoice • Ensures appropriate fixes have been made and measures change adoption for book of business • Quotes as needed for new business based on existing customer contract pricing • Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs for ongoing direct shipments • Maintaining clear and consistent communication with customers, both internally and externally • Developing and implementing account plans to meet customer needs and objectives • Resolving customer issues and complaints in a timely and effective manner • Ability to manage multiple tasks and projects simultaneously • Tracking customer satisfaction, monitoring account performance, and preparing reports • Provides internal reports on the progress of a customer to improve performance and reach targets • Confirms waste disposal and other service processes are prepared to meet internal and governing agency requirements and maintain a high level of quality • Ability to prioritize customer needs and provide excellent service • Lead team huddles and meeting as requested • Train and mentor new Customer Experience Program Managers, Customer Experience Account Managers and Customer Experience Specialists • Serve as a Subject Matter Expert (SME) by team for answering questions and gathering feedback specific to areas managed and internal processes • Proven ability to lead projects and initiatives, foster process improvement opportunities, execute implementation and training