Customer Care Representative, Heil Environmental

Environmental Solutions Group stands at the forefront of sustainable innovation, dedicated to transforming the waste industry with eco-friendly equipment and technology solutions, all designed to improve the lives of our customers, and their communities.

This Connected Collections® ecosystem integrates advanced technology across our brands, including Heil® refuse collection vehicles, Marathon® Equipment compaction and recycling equipment, 3rd Eye® technology solutions, Soft-Pak® waste hauler software, Curotto-Can® automated carry cans, Bayne® lifting products, and Parts Central® OEM parts.

Driven by a mission of “Improving Lives,” our best-in-class teams, innovative products, and advanced technology work tirelessly to leave a lasting legacy of excellence and environmental stewardship, ensuring a greener, healthier planet for generations to come.

For more information, visit www.doveresg.com.

Operating Company:  Environmental Solutions Group - Heil Environmental

Location:  Fort Payne, AL

Reports to:  Customer Care Manager 

Department: Customer Care

POSITION SUMMARY:

Heil Customer Care Representatives (CCR) are primarily responsible for the screening, processing, and management of production orders for Heil dealers and national key accounts.  This is accomplished through extensive use of JD Edwards software, email and telephone communication as well as established procedures, in a complex, custom engineered manufacturing environment.  CCRs perform a variety of computer-based tasks with many being detail oriented and repetitive in nature.

Heil Customer Care Representatives must display the highest degree of teamwork, sense of urgency, and attention to detail to be successful.  While working as part of the Customer Care team, this representative will have specific responsibilities for designated accounts.  As processes are refined across Heil’s manufacturing facility, Customer Care Representatives need the ability to implement and effectively communicate new policies, processes, and services in support of the overall customer satisfaction goal.

The qualified individual will have the ability to understand the internal manufacturing and quality systems utilized, and then apply this knowledge to drive problem resolution for customer order issues.  The position will require the individual to communicate routinely with management, sales, operations, supply chain, key customers, local dealers, and end users in the performance of order management.

ESSENTIAL JOB FUNCTIONS INCLUDE:

• The qualified individual will have strong interpersonal and communication skills.  The Customer Care Representatives should be able to identify with the customer’s problems while having the internal drive to systematically work through and solve customer issues effectively.  Internal problem solving will include working with customers, and other Heil departments to analyze data, brainstorm solutions, and determine the root cause of the problems for permanent resolution.  The ability to work as part of a team to solve problems is critical to success.
• The successful candidate should be able to multi-task numerous job responsibilities with minimal direction.  The CCR will work in a self-directed work team to meet company objectives while supporting and meeting customer needs.  The individual will be customer focused and have a "can-do" attitude to exceed customer expectations while balancing the policies and procedures of the company.  The CCR will be an excellent listener with a strong telephone presence.  They also must exhibit confidence and have the ability to sell their ideas effectively.
• Individual should be flexible and willing to learn new skills in a constantly changing and dynamic work environment.

JOB SPECIFICATIONS:

• Bachelor’s Degree is preferred or similar/equivalent experience in a manufacturing environment.
• Excellent computer skills in Microsoft Word and Excel.
• Excellent telephone skills.
• Ability to learn additional computer systems needed.
• Must currently be eligible for employment in the United States.
• Experience using JD Edwards, Sales Force, and Configure One (Configuration software).
• Order management experience in a complex manufacturing environment.
• Sales or customer service experience is a plus.
• Experience with mobile equipment.

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others.  Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication:  Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel.  Listens to understand input, feedback, and concerns.  Provides complete information in an open, honest, and straightforward manner.  Responds promptly and positively to questions and requests.

Teamwork and Relationships:  Works with other employees willingly and in a spirit of cooperation and teamwork.  Supports cooperation.  Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad.  Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate.  Embraces a positive outlook.  Is respected and trusted by others.

Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements.  Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems.  Works with both internal and external customers to develop solutions which meet company-wide needs and objectives.  Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value.  Shares best practices with other employees across the business.

Accountability:  Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Job Function : Customer Service