Customer Service Specialist - Recycle Materials

About Us
 
Over the past 25 years, Waste Harmonics Keter has been at the forefront of the waste and recycling industry, delivering innovative, data-driven solutions. We help companies right-size their waste operations and get out of the waste business with industry-leading expertise, state-of-the-art waste technologies, and industry-leading customer service.
   
Visit Waste Harmonics Keter for more information.

Job Purpose:

The Recycled Materials Support Specialist serves as the primary point of contact for customers managing recycling and pallet services. This role ensures an exceptional customer experience through responsive communication, accurate documentation, and proactive issue resolution. The Specialist coordinates with vendors to meet service level expectations and supports internal teams by maintaining accurate and timely records of service activities. This job is located in Victor, NY 

Flexible Working Hours:

• 7:00am - 4:00pm
• 7:30am - 4:30pm
• 8:00am - 5:00pm

Key Responsibilities

Customer Support & Communication

• Act as the front-line liaison between national customer accounts and service vendors.
• Build and maintain trusted relationships through proactive communication, responsiveness, and timely service recovery.
• Manage inbound communications (calls, emails, and vendor inquiries) with efficiency and professionalism.

Operations & Service Coordination

• Schedule, track, and confirm recycling and pallet services to meet customer timelines.
• Ensure the accuracy of all service documentation including Bills of Lading (BOLs), Purchase Orders (POs), and service confirmations.
• Monitor vendor performance to ensure SLA adherence; resolve service gaps and escalate issues as needed.
• Support internal teams by documenting customer trends and identifying opportunities for process improvement.

Financial & Administrative Accuracy

• Maintain accurate billing documentation to prevent costly errors or disputes.
• Identify and resolve discrepancies in billing or service confirmation with vendors and customers.
• Support the capture and processing of recycling rebates and commodity tracking records.

Collaboration & Continuous Improvement

• Work collaboratively across internal teams to resolve service issues quickly.
• Share best practices and contribute to a culture of teamwork, adaptability, and continuous improvement.
• Communicate customer feedback and operational challenges to management to enhance service quality.

Qualifications

Experience & Education

• 1–2 years of experience in customer service, account support, or dispatch/logistics coordination roles with high daily call/email volume.
• Experience coordinating with external vendors or service providers to meet deadlines and ensure SLA compliance.
• Background in recycling, pallet management, logistics, or related operations preferred.
• Experience supporting rebate programs or commodity tracking is a plus.

Skills & Knowledge

• Strong customer service, problem-solving, and communication skills.
• Proficiency in Microsoft Excel (data tracking, reporting, pivot tables).
• Experience with CRM or case management systems and vendor portals.
• Familiarity with recycling and waste management processes, including pallets, bales, metals, and sustainability initiatives.
• Understanding of audit, compliance, and billing accuracy related to recycled materials.

Core Competencies

• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Communication: Conveys clear, tailored messages across different audiences and platforms.
• Collaboration: Partners effectively with others to achieve shared goals.
• Accountability: Holds self and others responsible for delivering on commitments.
• Results Orientation: Consistently achieves results, even under challenging conditions.

Waste Harmonics Keter Comprehensive Benefits Package

•  Competitive Compensation 
•  Annual Bonus Plan at Every Level 
•  Continuous Learning and Development Opportunities 
•  401(k) Retirement Savings with Company Match; Immediate Vesting 
•  Medical & Dental Insurance 
•  Vision Insurance (Company Paid) 
•  Life Insurance (Company Paid) 
•  Short-term & Long-term Disability (Company paid) 
•  Paid Time Off (PTO), Including birthday off, community volunteer hours and a Friday off in the summer 
•  7 Paid Holidays
•  Employee Assistance Program 
•  Flexible Spending Accounts/Health Savings Accounts 

At Waste Harmonics Keter, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds to apply.