Customer Support Manager

Job Type: Full Time
Job Location: Little Hulton

Due to continued growth Kenny Waste Management are recruiting for a Customer Support Manager to work within our Commercial Waste team.

Kenny Waste Management specialise in the provision of bespoke waste management solutions and skip hire. With one of the most comprehensive and efficient waste recovery and recycling plants in the North West, we are able to offer tangible environmental and commercial benefits to our customers.

This is an excellent opportunity for a passionate, committed, and loyal candidate to work as a team player and work on your own initiative within our growing Commercial Waste collection business. You must be customer focused with excellent communication skills.

The role involves retaining existing customers whilst at the same time growing established customers through your account management skills. Data will be provided on customer activities which may include customers that continually overload or contaminate bins and skips so that you can visit these customers and address best practice cost waste disposal for them and manage their accounts with a view to providing best value waste management solutions.

You must have the ability to grow established accounts and work with other waste management companies growing and managing the work we do with them. Training will be provided so experience in waste management not essential but helpful. However, customer service and business development skills are essential.

Key Responsibilities:

  • Acting as the key contact for some of our lower value customers along with Key accounts and liaising with departments internally to provide excellent levels of customer service
  • Handle inbound, telephone, customer retention enquiries – Deal with all complaints and termination letters and if you can’t retain engage the Sales Manager to support
  • Set your own appointments resulting from these inbound enquiries
  • Manage the P&L of individual customers so that revenue is retained and increased and profit margins meet and exceed agreed targets
  • Resolve any conflicts or issues
  • Identify new business opportunities within existing customer portfolio including up-selling and cross-selling
  • Work on bringing more Brokered work and being responsible for price negotiations
  • Prospecting and working with our BDMs on specific campaigns with potential new, or existing customers
  • Maintain a healthy pipeline of potential new, cross-selling and up-selling opportunities
  • Reduce debtor days by including debt discussions as part of review meetings
  • Continually review the service offering to ensure that customer requirements/expectations are met, facilitating service changes where necessary
  • Ensuring all contracts and relevant paperwork is updated as required
  • Maintain an excellent knowledge of company service offering and the waste management industry as a whole – being responsive to changes within the sectors/markets of customers in your portfolio.
  • Maintaining relevant information systems including Helpdesk and CRM
  • Reporting to line manager on account progress and potential opportunities
  • Working with Marketing Team to create case studies of existing customers to help generate further business. A great service here would be where we resolve overweight and contamination and we have a happy customer

Benefits & Salary:

  • Long-term job security with an established family run business
  • Competitive pay depending upon experience and skill set
  • Monday to Friday working hours
  • 28 days holiday (incl. bank holidays)
  • New Employee Benefits coming in 2022

Job Types: Full-time, Permanent

Schedule:

  • Monday to Friday

COVID-19 considerations:
We have a Covid-19 Company Policy in place which outlines safe working practices to keep all employees safe and reduce the spread of Covid-19.

Experience:

  • Customer Service: 2 years (preferred)

Work remotely:

  • No

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      Kenny Waste Management