Account Representative - US

Shift Hours: 7am-4pm. 8 hrs per day Monday – Friday with occasional opportunities for overtime after hours and on the weekends if the business has a need.

HR Hybrid Role: Currently in the office 3 days per week, every other week. However, if there is additional need to work from the office, or the schedule changes, the candidate must have flexibility to report to the office as needed.

Interviews will be required.

Key Skills

• Excellent computer skills: Role requires heavy use of MS Office including Outlook, Excel, Word, and PowerPoint.
• Detail oriented and organized.
• Experience with data entry and database programs.
• Experience in a high-volume customer service or support environment.
• Problem-solving skills.
• Adaptable to change.

Job Summary

The role is responsible for managing the movement of recyclable materials generated through the production process originating from external distribution centers and other facilities to internal mills as well as external customers. This role is focused on high volume, single product transactions with 90% shipments via trucks and 10% or less via rail and export. The role schedules pickups weekly as per allocations provided by the sales team. This position serves as the first point of contact for suppliers and customers to satisfy their needs and expectations in a manner that builds strong business rapport and customer trust and confidence. It acts as a liaison between the sales team, suppliers, customers, logistics, and accounting, providing overall customer service and support to all capabilities.

Major Job Responsibilities

• Receive and process routine supplier and customer orders, inquiries, and/or concerns regarding shipments of recyclable materials.
• Manage weekly allocations for recyclable commodities, schedule and monitor movement with logistics and customers to ensure timely pickups and deliveries.
• Work with supply team to ensure proper mill inventories are maintained.
• Adapt to changing market conditions which can result in changes to load schedules.
• Manage quality and safety exceptions with a sense of urgency upon notification to minimize cost.
• Ensure accurate and timely payments to suppliers and invoices to customers, maintain documentation in the system.
• Respond to inquiries timely, review discrepancies, and research data, as necessary.
• Maintain account profile data of supplier and customer contact information, scheduling requirements, commodities, and any other pertinent account information in notes and update as changes occur.
• Responsible for meeting weekly metrics set by management to ensure all loads are being maintained and managed accordingly.

People and Culture

• Effectively and clearly communicate with all stakeholders to provide the highest level of customer service.
• Develop and nurture positive and collaborative relationships with all internal and external capabilities such as Logistics, Accounting, and Sales.
• Act as a liaison between Sales Team, Supplier, and Customer, communicating and facilitating resolution on all pertinent issues.
• Build and maintain relationships with assigned accounts and proactively monitor activity to continuously ensure that all counterparty information is current in the system and submit changes to the Master Data team for updates.
• Assist with onboarding of new accounts by collaborating with Sales Team and Master Data Team as necessary to set up new supply points in the system and add to weekly allocation file, as necessary.
• Aid suppliers, customers, and carriers with payment and invoice inquiries and discrepancies by working with and through accounts payable and accounts receivable departments as necessary.
• Work in conjunction with other departments and locations to resolve disputes in a timely fashion.
• Assist with training of new hires.
• Participate in in-house continuing education to further knowledge and skills.

Experience

• Entry-level position with no prior experience in recycling necessary.

Education

• Required: High School diploma.
• Preferred: BA/BS or equivalent experience in a high-volume customer service or support environment.

Technical Skills

• Microsoft Office – Intermediate or higher proficiency in Excel, Outlook, PowerPoint, Word.
• Typing – High Proficiency.
• Strong ability to learn new systems.

Critical Skills

• Communication Skills - Communicate effectively with a variety of audiences – from direct peers up to senior leadership within our division, as well as with internal and external suppliers and customers. Clearly expresses ideas in a written and spoken format. Able to build rapport with and understand perspective of others. Effectively listens, speaks, and writes in a business context. Capable of conveying key messages clearly and correctly.
• Detail oriented and organized with ability to coordinate changes with schedules and carriers in a timely manner.
• Adaptable to Change - Able to shift with an ever-changing environment as business grows.
• Customer Orientation - Ability to conduct business with the supplier's and customer's best interest in mind.
• Big Picture Thinker - Be able to understand how your role fits into the overall business of both the company and the industry.
• Creativity - Bring improvement ideas and a willingness to assist in implementing those ideas and solutions.
• Collaboration/Teamwork - Work effectively with and through others in the organization outside the line of formal authority – both within your team, as well as with other teams or those in leadership – to accomplish organizational goals and to identify and resolve problems.
• Problem Solving – Ability to identify and research issues while seeking resolutions to minimize cost and satisfy all stakeholders.
• Results Driven - Focus on achieving both personal and team goals to exhibit our core value of Excellence.
• Persuasiveness - Use appropriate interpersonal style and communication methods to gain acceptance of an idea, plan, activity, service or product from prospects and clients.
• Ethics & Integrity - Behave in accordance with core values all times and encourage the same behavior in others. Act based upon the best interest of the company and build trust with colleagues across the organization.

Disclosures

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.