Supervisor Customer Service

About Us

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one's identity.

Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose

Represents the overall interests of the company in a specific business market area and is responsible for the planning, administration, monitoring and optimizing the operational performance of all branch specific aspects (investments / resources). Achieve the approved annual objectives (i.e., profits, sales goals), and implement policies standards and practices of Shred-it.

This role will be required to provide out of hours on call duties, on a rota basis as required.

Key Job Activities

• Recruits, interviews and hires Service Drivers, admin and other operational staff.
• Ensures that all relevant employment checks are done to comply with company standard. This includes background checks, relevant vocational qualifications, driving records, etc.
• Ensures that daily work schedules for the Service Drivers are prepared and distributed.
• Manages roadside coaching, spot checks and spends time in the field with the Service Drivers, minimum of two truck days within each four-week period.
• Ensures that Health & Safety standards and training are maintained and adhered to according to Shred-it policies and statutory requirements.
• Resolves service problems and complete regular customer visits, minimum two within each four-week period.
• Provides support to the sales team as required.
• Quotes call-in / purge business on demand and proactively farms for additional business.
• Provides clients and potential clients with operational and service advice.
• Manages opening and closing of branch on a daily basis and ensures that support for the Service Drivers is provided.
• Manages the warehouse, baling and fleet maintenance operations where applicable.
• Conducts monthly meetings with the Service Drivers and publishes the minutes.
• Manages customer data entry for new service orders on company SAP data system.
• Ensures adequate cover is provided to make sure that customer service needs are met.
• Controls Service Driver costs, vehicle costs, console inventory.
• Works closely with the branch administration team in all general office functions.
• Reviews Service Driver log sheets daily and takes corrective action as appropriate.
• Manages security check process.

Education

Required Education : High School or equivalent.

Experience (EMEAA)

Good management skills and commercial awareness is required.

Computer literate, proficiency of SAP data system is desirable.

Mechanical aptitude.

Customer focused.

Able to work under pressure.

People orientated – believes people make the difference.

Good work ethic.

Flexible.

Results oriented – motivated by success.

Focused on career progression.

Committed to personal development and continuing education.

Extensive people management experience is required.

Experience of managing KPIs and of working within a budget.

Demonstrated routing experience is required.

Experience of managing a multi-truck fleet.

Experience of working in a customer service environment.

Fleet Maintenance.

Certifications and / or Licences

Required : IOSH Managing Safety; Category C+ E / Class II licence

Preferred : Certificate of Professional Competence is an advantage.

Benefits

Stericycle offers you :

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

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