Vendor Service Quality Specialist

Have you been looking for a company that you can get behind and feel good about the impact it has on sustainability and recycling efforts? Quest is a full-service environmental consulting and management group supporting the efforts of Fortune 500 companies seeking to maximize profits and mitigate risks and minimize their ecological footprints.

If you want an opportunity where your efforts make an impact, Quest has an opportunity for you. The ideal person must be able to multi-task, work independently and have strong attention to detail while being able to collaboratively communicate across departments.

Why Work at Quest?
First off, we practice what we preach. We focus every day on recycling, reusing and repurposing where we can, and being socially responsible.

Second, we take care of our employees’ wellbeing and offer a comprehensive benefits package including: Medical/Dental/Vision, 401(k) Plan, Life and STD.

• Company paid Life, Short term disability plan (voluntary employee-paid LTD is offered)
• Eligibility for health and life insurance plans: 1st of month following date of hire
• Remote/hybrid work environment
• 401k plan with employer match
• Employee Stock Purchase Plan
• Paid Holidays, Vacation and Sick time

Finally, we are just a modern, FUN and collaborative work environment. We’re a smaller company that provides opportunities for employees to advance within the company, so there is always room to grow. We offer a casual business environment (so, you can wear jeans), great incentives and rewards with a quarterly recognition program.

ROLE SUMMARY

The Vendor Service Quality Specialist serves as the intake point between Quest’s Key Accounts team and its transactional partners in Data Quality and Accounting for the handling and resolution of vendor service issues. The Specialist documents, triages, and tracks service concerns from intake through resolution, resolving issues directly where possible and escalating to Vendor Relations Managers as needed, and manages the documentation, issuance, and storage of vendor service cancellations. The role also partners with the Operations Analyst to resolve cost variances and other vendor data quality issues in master pricing.

ROLE COMPETENCIES

• Service Issue Intake & Documentation: Manages the receipt and documentation of vendor service quality issues escalated by Key Accounts, including missed pickups, damages, deficient service, and urgent vendor swaps. Acknowledges receipt, logs each issue, and answers general questions from internal customers.
• Triage & Resolution: Triages each issue based on its level and urgency, resolves it directly where appropriate or assigns it to the appropriate Vendor Relations Manager, and communicates the resolution back to internal customers.
• Issue Tracking & Reporting: Tracks every logged issue through resolution and reports on the status of the issue log to Key Accounts, Vendor Relations, and leadership.
• Vendor Cancellation Management: Manages the generation, documentation, issuance, communication, and storage of vendor service cancellations so records are complete and available for later retrieval.
• Cost Variance & Data Quality Support: As time permits, partners with the Operations Analyst to resolve cost variances outside tolerance and other vendor data quality issues in master pricing, escalating as needed and coordinating with Cost Compliance on required actions.
• Cross-Functional Collaboration: Serves as the focal point between Key Accounts, Vendor Relations, Data Quality, and Accounting, building productive working relationships and bringing a customer service orientation to every interaction.
• Organization & Prioritization: Organizes and prioritizes work to complete multiple tasks simultaneously with a high degree of accuracy and attention to detail.

CORE VALUES
Together, we DRIVE success through the Quest Core Values:

• Develop People
  • Trust and empower one another
  • Encourage people to be their best selves
  • Honor individual goals and aspirations
  • Build strong leaders
• Foster Respect
  • Support one another
  • Treat every role as vital
  • Embrace diverse backgrounds
  • Create an inclusive environment
• Deliver Innovation
  • Be the change
  • Ask questions and be curious
  • Seek opportunities and identify problems
  • Contribute to solutions
• Value Relationships
  • Win and grow as one team
  • Put people first
  • Partner across the organization to build strong collaboration
  • Embody a customer service mindset – both internally and externally
• Pursue Excellence
  • Act with integrity
  • Hold yourself and others accountable
  • Be fully engaged
  • Focus fanatically on data and insights
  • Serve as a good steward in our communities

ROLE REQUIREMENTS

• Bachelor’s degree preferred, or an equivalent combination of education and experience.
• Two or more years of procurement and vendor management experience in facilities maintenance categories.
• Waste industry experience and familiarity with industry terminology a strong plus.
• Understanding of vendor pricing, invoicing, and cost structures; experience identifying and resolving pricing discrepancies a plus.
• Familiarity with vendor service agreements, including cancellation terms, and disciplined document management practices.
• Proficiency in Excel and data analysis.
• Experience with case or ticket tracking tools and ERP or vendor management systems; NetSuite and Core experience a plus.
• Working knowledge of project management fundamentals.
• Sound judgment in assessing issue severity and deciding when to resolve or escalate, with the ability to stay composed and responsive in time-sensitive situations.
• Ability to communicate assertively and professionally with vendors to drive timely resolution of service failures.
• Strong interpersonal, communication, and customer service skills.
• Ability to work independently and manage requests from multiple internal stakeholders through to resolution.
• Dependable, trustworthy, and professional, with consistent and prompt attendance and a commitment to protecting confidential information.