Strategic Partnership Specialist (Customer Care)

What we need:

This position is a customer and hauling partner approach, excelling not only in the delivery of outstanding client support to both internal and external clients but also in actively executing functions related to account management, procurement, and processing service requests within our customer's processes. Your pivotal role involves managing the entire customer life cycle to ensure business retention. The team oversees a book of business, aiming to establish long-term partnerships and improve profit margins for both customers and vendors. Leveraging strategic thinking, the team maximizes operational efficiencies internally and externally by analyzing data to implement predictive solutions for our customers. The overarching goal is to enhance sustainability while elevating the overall customer and vendor experience. 

The role is hybrid for candidates based in British Columbia and remote for those located elsewhere in Canada.

What People say about You:

You excel at independently solving problems within a team environment, ensuring a high-quality experience for both customers and vendors. Your flexibility and openness to change are crucial as our business expands, and your willingness to contribute innovative thoughts and ideas will significantly influence both internal teams and external customers. Given the unique nature of this position, you are adaptable, allowing you to cultivate and enhance your skills across various domains, particularly in client support, account management, procurement.

What you will be doing: 

• Daily use of CRM for customer and hauler communication and casework.
• Daily use of CRM & ERP software and portals (hauler and customer) to manage and create work orders.

• Using customer and prospect CRM management software and updating relevant information held in these systems daily.  

• Monitor customer activity and proactively make recommendations for service changes or other solutions to better meet their needs.  

• Guide customers as an industry expert on waste and recycling technology, diversion opportunities, city by laws and other regulations to set and meet waste and recycling goals.  

• Work in conjunction with the Sustainability department to assist customers with complex needs around waste auditing, diversion reporting, and other services as required.  

• Executing service requests directly with hauling partners, including but not limited to extra pickups, temporary bins, roll-off haul requests. 
• Processing of hauler invoices.
• Collaborate with the Account Management and other internal departments to ensure quality service is provided.
• Other duties or projects as requested.  
  
  

 Participation in a Saturday on-call rotation is required. Saturday rotation schedules will be communicated in advance and are based on business needs.

Is this you? 

“Must Have” Skills/Experience: 

• 3+ years’ experience in Customer Success, Account Management and/or procurement negotiations.

• Bachelor’s degree or equivalent training and experience.

• Must have excellent verbal and written communication skills. 

• Ability to provide excellent project execution via strong task prioritization and multi-tasking ability with minimal supervision 

• Demonstrates a willingness to not only ensure the job is done, but also accept responsibility for the results 
• Ability to troubleshoot and investigate within multiple CRM/ERP systems thoroughly (Microsoft Dynamics, Oracle, SAP or Netsuite).

• Self-driven with the ability to effectively prioritize and execute tasks 

• Ability to work in a team environment, while delivering independent results 

• High degree of knowledge of service industry is preferred 

• Thrives in fast-paced environments, quickly adapting to new challenges, technologies, and processes.
• Operationally savvy.

 “Nice to Have” Skills/Experience:  

• Previous experience in business analysis or waste, diversion and recycling industry is an asset  
• Experience in high volume restaurants or retail

• Fluency in French is an asset  

Why join RTS:

• Competitive Salary
• Extended Medical and Dental Benefits + Health Spending Account
• GRSP program
• Diverse and Inclusive team focused on supporting internal growth.
• Focus on giving back to the community; paid volunteer hours

What to Expect:

We believe the recruiting process is a two-way street, this isn’t just about us getting to know you. We encourage you to ask questions about the company, work culture and the role. As you interview with RTS, we hope the growth and challenge excites you. 

1. You will chat with our talent acquisition team.
2. Meet with the hiring manager and potential team.
3. Meet with one of our leaders and learn more about your career at RTS.

Work Life

We offer it all. For team members that live in the Metro Vancouver area, we offer a hybrid model so you can mix up your week between your home office and mingling with colleagues at our head office. Not only do we have a cool, LEED Gold office that is dog friendly, we offer some pretty sweet perks too. In your first year, you’ll enjoy 4 weeks of personal paid leave. We offer extended health and dental benefits after 90 days and by the end of year one, you will be eligible for a Health Spending Account and access to our Wellness Fund.

RTS is an equal opportunity employer who embraces and values diversity in age, gender identity, race, ethnicity, sexual orientation, and physical/mental ability. RTS’ team members are encouraged to be their whole authentic selves. People of diverse backgrounds and cultures are encouraged to apply.